Remote Software Support Consultant

Summary

Join Neptune Software as a Software Support Consultant and support customers and partners in their journey with the Neptune DX Platform, maximizing its value for over 3 million users worldwide.

Requirements

• 3 years of experience in web development
• 3 years of JavaScript experience
• 2-5 years of experience as a Software Support Consultant
• Advanced communication and writing skills, including document writing and editing, professional phone, email and chat communication
• Languages: Fluent English

Responsibilities

• Register any reported technical issues related to our Platform and decide on the best course of action to resolve them
• Create and correct Knowledge Base Articles according to ticket resolutions
• Stay updated on the current knowledge base to find immediate responses to known problems
• Resolve technical issues brought forth on our helpdesk, escalate issues to the Engineering team when appropriate
• Route issues to the services/engineering team when appropriate and monitor the responses to these incidents
• Update customers about their pending enquiries and progress status
• Help define ways to continually add value to the customer experience by advocating for them
• Answering questions in the community
• Testing new software releases and patches

Benefits

• Health Insurance (Medical, Dental, Vision), covered 100% for employee, and 80% for dependents and no waiting period for participation
• Insurance (Life, ADD, STD, LTD)
• 401k, vested immediately and no waiting period for participation
• Paid Time Off (20 Days paid vacation accrued annually, 10 days of PTO, 8 Paid Holidays)
• Participation in the company’s bonus model based on company performance in addition to the base salary