Applications Engineer Apply
Role Description: Software Support Specialist to join our work from home Support Team. The Software Support department provides application and account
support for all customer-facing applications. We are responsible for ensuring positive client experience through high-quality service and communication.
We handle client support related to incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation
and follow up.. . Responsibilities/Duties. - Function as a subject matter expert within customer systems and how end users access software or resources..
- Troubleshoot issues within proprietary software.. - Accurately identify the root-cause through researching, testing and replicating issues..
- Triage inbound support related issues. Provide user-friendly explanations..
- Inbound sources for support are telephone, emails and chat..
- Manage Support Cases for all interactions using internal ticketing systems..
- Clearly communicate updates and resolution in appropriate terms directly with customers in writing or via phone..
- Track 100% of customer interactions to keep accurate records of impact for the future growth of the team..
- Effectively prioritize and escalate tickets to Senior Client Support Specialists following defined paths of escalation. .
- Collaborate with upper levels of support within the Software Support team, owning resolutions as necessary..
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
