Software Support Specialist

Summary

Join Storable's collaborative Support team as a Software Support Specialist, providing exceptional customer support for our family of self-storage products. You will handle incident resolution, troubleshoot technical issues, and ensure customer satisfaction. This remote position requires strong communication and problem-solving skills, along with experience in customer support. While a Bachelor's degree is desired, it's not required; however, at least two years of on-the-phone customer support experience is essential. Storable offers a comprehensive benefits package, including generous health coverage, 401(k) matching, flexible vacation time, and various other perks.

Requirements

• Experience with SaaS
• At least 2 years on-the-phone customer support experience, technical support position preferred
• Excellent phone skills, which include actively listening and developing effective questioning techniques to resolve issues
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent knowledge of customer service principles and practices that provide a good customer 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
• 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
• Troubleshoot technical issues with clients using learned product knowledge and support processes
• 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
• Complete certifications for company products
• Complete training for integrated 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

• Experience utilizing CRM systems, Salesfore preferred
• 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 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