Software Support Specialist

Summary

Join Storable's collaborative Support team as a Software Support Specialist, providing exceptional customer service for our family of self-storage products. You will handle incident resolution via phone and email, utilizing existing resources and troubleshooting novel issues. Collaboration with team members and knowledge base updates are key responsibilities. The role demands excellent communication and problem-solving skills, along with experience in customer support and CRM systems. While a Bachelor's degree is desired, it's not required; however, at least two years of relevant experience is preferred. Storable offers a comprehensive benefits package including generous health coverage, 401(k) matching, flexible vacation, remote work, and various other perks.

Requirements

• At least 2 years of on the phone product support experience, preferably in a customer support or technical support position
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which include actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, motivated, enthusiastic and team-oriented attitude
• Demonstrate ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems
• High-Speed Internet required
• All applicants must be currently authorized to work in the United States on a full-time basis

Responsibilities

• Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system
• Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed
• Utilize existing Knowledge Base articles or other reference materials to resolve incidents
• Investigate and resolve incidents with no known solution
• Collaborate with other team members to assist them with resolution of incidents
• 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 deadlines
• Complete certifications for company products
• Complete training for complementary 3rd party products
• 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

Preferred Qualifications

• Bachelor’s degree in Business Applications, Computer Science, or a related field
• Familiarity with G Suites (i.e. Google Docs, Google Sheets, Gmail etc.)
• Familiarity with HTML coding and domain DNS settings (Godaddy)

Benefits

• Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus a HRA to help offset your deductible
• Engage remotely!
• Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals
• Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences!
• Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated
• We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time
• Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively
• Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment
• Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed
• Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250
• Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals
• We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors
• Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making
• Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply