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Software
Onovative, LLC Hiring for Software Support Specialist at Birmingham, AL Full Time
Full Job Description
JOB SUMMARY
We are looking for a talented Client Support Specialist to provide software support to users of our Core iQ platform. You will serve as the first line of support for our customers who need assistance with installation, use, and troubleshooting of our software platform. The support requests may involve user error, questions of system functionality, potential defects, or browser issues, as well as the client local network and equipment issues.
In this high impact role, you will work with customers to help them maximize the value of the Core iQ product.
RESPONSIBILITIES include the following. Other duties may be assigned.
- Monitor, document, review, resolve, and route client support tickets according to documented processes and service level agreement standards.
- Identify and provide solutions for customer problems using phone or screen-sharing technologies.
- Communicate professionally (written and oral) with both customers and internal stakeholders.
- Interpret customer inquiries to obtain mutual understanding of their needs and respond using appropriate customer service skills.
- Interpret customer inquiries and systematically troubleshoot the root cause in an organized manner.
- Document and relay customer feedback to the product team when product issues or enhancement opportunities are identified.
- Work closely with product and development teams to resolve defects found in the applications.
- Perform database, server, and platform upgrades on the client systems.
- Effectively and efficiently work remotely using collaboration tools, ticketing systems and video conferencing.
QUALIFICATIONS
- Experience with computers, hardware, operating systems, software, desktop applications, web browsers, and web applications.
- Experience providing technical customer support.
- Ability to manage a diverse workload and with minimal supervision.
- Commitment to expand knowledge and skills, is coachable, and a fast learner with natural curiosity and a hunger for self-improvement.
- A team player who excels at building relationships and enjoys working both collaboratively and as an individual contributor.
- Strong oral and written communication skills including presentation of technical topics with non-technical audiences.
- Ability to use technology tools to communicate well with team members and customers while working in a remote environment.
- Experience with SQL databases, Windows Server, and Adobe Suite a plus.
- Experience with ETL processes for standardizing and integrating data from various formats (XML, ASCII, Excel, JSON) a plus.
- Experience with HTML and CSS.
- Experience in a highly regulated vertical such as finance/banking or healthcare a plus.