Software Support Specialist
Employment Type: Full-Time
If you want to work for an industry leader, learn the latest technology and be a part of an organization that values employee opinions, then Transfinder is the company for you!
As a member of the Support Team in the Client Services Department, the Software Support Specialist assists clients in the use of company software and troubleshoots technical issues that result through the installation, implementation and use of that software. The right candidate has a strong client-centric focus, strives to provide a superior client experience and possesses an aptitude for learning new software applications and its underlying technology quickly and thoroughly. The Software Support Specialist is a highly technical individual that works cooperatively in a team environment, and contributes to the growth and success of their clients, their peers, their department, and the company.
ResponsibilitiesAnswers and documents client calls from a phone queue through CRM and ticket tracking softwareResolves issues efficiently and effectively or determines escalation path when necessaryCommunicates with clients while tracking progress on client issuesResearches issues of varying complexity while working to resolve them and communicate progress with the clientInstalls and upgrades software on client workstations and serversAssists and/or participates in the training of external and internal clients in an online or onsite training environment, including but not limited to conferencesDevelops product and troubleshooting documentation to expand team and company knowledgeSuggests, analyzes, and implements processes, and/or suggests improvementsProvides product and process improvement feedback
RequirementsExcellent customer service attitude, communication skills (written and verbal), and interpersonal skills2+ years of experience supporting software productsExcellent organizational and time management skillsExcellent analytical and problem-solving skillsAbility to perform multiple tasks concurrentlyAbility to independently research problems/questions and find answersAbility to be flexible and adapt to complex situations and varying personalitiesDetail-oriented and self-motivatedAbility to type quickly and accurately while speaking.
Additional consideration will be given to individuals with experience in the following areasCrystal ReportsIIS/Web serversAmazon Web Services or AzureActive DirectoryMS SQL ServerNetwork Administration
What We OfferVery competitive salaries and benefitsThe ability to learn and work with the latest technologyOpen-door management style; we welcome and even expect feedback in all areasAn entrepreneurial spirit, but with a strong belief in work-life balanceCorporate HQ positioned in the heart of downtown Schenectady; direct access to 25+ restaurants within walking distance, and right next to Proctor’s Theatre and the new Mohawk HarborThemed events throughout the year, with friendly competitions and prizes!
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