Software Support Specialist

📋 Description

• Phone-based incident logging and client questions in CRM.
• Email cases handled daily with follow-up calls when needed.
• Classify incidents by severity and priority.
• Use Knowledge Base and manuals to resolve incidents.
• Investigate and resolve incidents with no known solution.
• Collaborate with teammates to assist resolution and update KB.

🎯 Requirements

• At least 2 years of product support experience.
• Excellent verbal and written communication.
• Strong phone skills with active listening.
• Experience with CRM systems; Salesforce a plus.
• Proficient at troubleshooting and resolving escalated issues.
• Comfortable following defined support processes.

🎁 Benefits

• Health coverage for you and family; disability and life insurance.
• 401(k) match after 60 days; vested after 1 year.
• Employer contribute to HSA and provide an HRA.
• Flexible vacation policy: take what you need.
• Paid parental leave: 12 weeks primary, 6 weeks secondary.
• Volunteer time off and mental well-being resources.