Software Support Specialist

Position Summary:

The Software Support Specialist will provide exceptional customer service and technical support for sales force automation applications and services. The primary responsibility for this position is to provide technical support via phone, chat or email.

Essential Duties & Responsibilities:

• Provide in-depth support via phone, chat, email or remote session for our Synergistix suite of products, services

and supported platforms.

• Provide hardware and software support on laptops, tablets and mobile devices.
• Proactively maintain communications with callers through the analysis and resolution process.
• Provide daily follow-up to ensure customer satisfaction.
• Track "Open Tickets" and keep ticket histories current and complete.
• Perform outlined troubleshooting and information gathering prior to call escalation.
• Complete company/client reports on a weekly and monthly basis.
• Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new

problems or requests into the call-tracking database on a daily basis.

• Create technical documentation and offer suggestions for inclusion in department Knowledge Base.
• Perform other duties and/or special projects as assigned.

Qualifications/Competencies:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable

accommodations may be made to allow individuals with disabilities to perform the essential functions.

• Must adhere to shift start and end times.
• Compliance with all personnel policies.

Education, Experience & Technical Skills:

• Bachelor's in Computer Science, Information Technology or related field strongly desired. Proven work

experience will be considered in lieu of degree.

• Microsoft Certified Professional certification a plus.
• 2+ years of technical support experience including extensive support experience in a Windows environments

strongly preferred.

• Experience providing software support and ability to troubleshoot hardware issues.
• Experience with customer relationship management (CRM) tools and ticketing systems
• Ability to effectively communicate with users of varying technical abilities.
• Ability to perform problem diagnosis for end users with varying degrees of technical understanding.
• Ability to troubleshoot software, printer, MS Office applications, FTP and network connectivity issues.
• Experience in supporting mobile applications such as Android or IOS a plus.
• Basic knowledge of SQL queries a plus.