VSoft Corporation Hiring for Level Support Specialist at Atlanta, GA Full Time

Job Title: Level 1 Support Specialist

Department: Support

Location: Atlanta, GA

Working Hours: Shifts may vary: Between 7:00am – 11:00pm (weekend rotation coverage as needed)

Job Summary:

The Support Specialist will work with customers by phone and/or using GoToAssist to resolve technical issues with software sold or licensed by VSoft. The Support Specialist should have the skills necessary to resolve a significant majority of the assigned issues in a timely manner. The Support Specialist is expected to communicate resolutions and workarounds to the customers, always representing VSoft with friendly professionalism.

Responsibilities:

• Providing excellent customer service/support (empathetic, friendly, professional)
• Responsible for monitoring service desk for tickets assigned to the queue and processing requests according to SLA guidelines
• Troubleshooting skills – must be able to identify problems, seek resources for guidance, and analyze resolutions
• Decision making – the ability to prioritize and escalate customer issues in order to meet service level agreements
• Good interpersonal skills – required to work with multiple teams, sales, marketing, development, etc.
• Strong analytical ability
• Team player with a willingness to share information with team members
• Update/create department procedure manuals as needed
• Flexibility may be necessary to ensure proper coverage
• Escalation line coverage as needed

Experience Requirements:

• Database experience is required
• Web-based and API based Java coding experience in a Linux environment is required
• Linux experience is required
• Check Processing experience is strongly desired
• Excellent verbal and written communication skills required

Benefits Offered:

• Bank Holidays (11 per year)
• Birthday Holiday
• 2-weeks vacation
• 2-year anniversary – 2 weeks, 2 days
• 4-year anniversary – 3 weeks
• 8-year anniversary – 4 weeks
• 1-week personal time (prorated depending on start date)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Company Paid Life Insurance
• Company Paid Short-Term Disability
• Voluntary Life Insurance
• Voluntary Long-Term Disability
• Accident Plan
• Cancer Plan
• Hospital Plan
• Universal Life with Living Benefits Plan
• 401(k) – Traditional and Roth