The Software Support Specialist is responsible for providing customers and end users training, support, testing and issue resolution on the company ecommerce system. Candidate will work closely with customers, internal software engineers and others to ensure the platform operates as expected.
This position will serve as the point person for providing support for our customers daily, as well as creating and presenting training material synchronously and asynchronously. This role maintains communications to customers, provides issue updates, educates and supports via phone, email, chat, and face-to-face interaction. This unique role gets you involved in a variety of software support aspects.
Essential Duties and Responsibilities:
Provide superior tier 1 and tier 2 response, acknowledgement and routing/resolution for customers requiring assistance with ecommerce platform related issues and questions.
Promptly provide a known resolution to the customer or enlist the assistance of tier 3 support teams as appropriate, following-up with the impacted customer(s) to ensure the resolution was timely and appropriate.
Provide feedback to supervisor when trends become apparent in order to remedy repetitive problems and recommend proactive training to minimize future reports of similar problems.
Development of external and internal documentation, training material, processes and procedures.
Train internal and external users as required. Assess, design, and conceptualize training scenarios, approaches, objectives, plans, tools, aids, etc.
Assist with testing and understanding new processes and functions, and provide feedback to project teams, especially from a customer’s point of view.
Analyze and independently identify often complex problems within the ecommerce software, a customer’s data or system setup parameters.
Respond to support issues by telephone or email.
Resolve and close all tickets with customer’s approval.
4+ years prior work experience in a technology-focused training/support role.
Proficient with Microsoft Office Suite, JIRA a plus.
Strong interpersonal and communication skills required, including a thorough understanding of how to interpret customer issues/requests and solve them through training and support procedures.
Highly level of self-motivation and multi-tasking abilities.
Excellent interpersonal and communication skills, oral and written, for effective interaction with all levels of contacts, internal and external.
Effective listener, adept at comprehending customer issues and delivering positive outcomes in response to training or support calls.
Prior and relevant experience working in this role, with demonstrable knowledge of best practices in support, training, and testing spaces.
Ability to research and document both customer issues and requests.
Experience working closely with development and business analyst teams.
Ability to follow test plans and test cases, providing accurate and informative feedback. Also, able to work creatively outside of any test plan, thinking like a customer.
General computer skill sets are presumed, with knowledge and expertise in utilizing advanced software applications preferred.
Must be able to work independently with minimal supervision and work under deadlines.
Flexible in approach and able to work across multiple projects concurrently.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled