Software Support Specialist

Summary

Join Storable's Support team as a Software Support Specialist and provide exceptional customer service for our self-storage product family. You will handle incident resolution, troubleshoot technical issues, and collaborate with team members to address client concerns. This remote position requires excellent communication and problem-solving skills, along with experience in product support. You will utilize existing resources and contribute to the knowledge base. The role involves working a set schedule (Tuesday-Saturday) and includes opportunities for professional development. Storable offers a comprehensive benefits package.

Requirements

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes 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, enthusiastic and team-oriented attitude
• Demonstrated 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
• 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 by phone in the CRM system
• Secondarily, manage email cases daily that are assigned to you, and call the customer to resolve if needed
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, manuals, or other reference materials to resolve incidents
• Investigate and resolve incidents with no known solution
• Collaborate with other team members to assist them with a resolution of incidents
• Contribute and update our Knowledge Base and Communities
• 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
• Troubleshoot technical issues with clients using learned product knowledge and support processes
• Collaborate with Senior or Principal Support Engineers on complex cases when appropriate
• Replicate and log reported bugs in the 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 and classroom-based training classes
• 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
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge base
• Work shift rotation to cover evenings, public holidays and weekends

Preferred Qualifications

• Computer/IT Certification a plus (or equivalent years of work experience)
• At least 2 years of product support experience, preferably in a support analyst or technical support position is preferred
• Intermediate understanding of major RDBMS with emphasis on Oracle, MS SQL
• Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files
• Salesforce Experience
• Intermediate network communication, network security, network administration and wireless networking knowledge
• Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
• Proficiency supporting multiple versions of Windows
• Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

Benefits

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus an HRA to help offset your deductible
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences!
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events
• 8 hours of Rest, Relax, Recharge time to care for your mental health
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• 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 care for aging dependents or family members, if needed
• $50 monthly home data stipend, plus a home office sign-on bonus of $250
• Fertility care support options to help in your journey towards parenthood
• Access to financial experts to help you make informed decisions and achieve your financial goals
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply