Software Support Specialist

Summary

Join Storable's collaborative Support team as a Software Support Specialist, crafting customized support experiences for customers, analyzing complex issues, and resolving incidents with critical thinking skills.

Responsibilities

• Register incidents received by web, chat, e-mail, and phone in the CRM system
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, manuals, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team
• Investigate and resolve incidents according to knowledge-based articles
• Contribute and update our Knowledge Base and Communities
• Follow standard processes and procedures
• Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request, and manage aging of assigned requests
• Ensure service level standards are achieved (as defined by the Technical Support management team)
• Handle interruptions well and move between tasks with ease while still meeting deadline
• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
• Replicate and log reported bugs in bug tracking system
• Escalate cases to Escalation or R&D Engineers when required
• Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
• Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer
• Attend virtual based training classes
• Complete certifications for company products
• Complete training for complementary 3rd party products where needed
• Use appropriate discretion in handling critical client calls and escalating calls to management
• Perform each duty above with our customers' satisfaction as your number one priority
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge base