Support Specialist

This is a fully remote position, open to applicants in Idaho, +9 more states.

📋 Description

• Deliver application support and expertise to both customers and internal teams

• Address intricate inquiries regarding product functionality and usage

• Contribute to the development of the knowledge base

• Act as a liaison between the company and its customers for support

• Investigate, manage, track, and resolve client support issues related to databases, applications, and escalations

• Troubleshoot user problems and evaluate software configurations, setups, and code

• Escalate issues in accordance with departmental protocols

• Provide comprehensive reports in the client tracking system

• Document processes, routines, and programs meticulously

• Share knowledge through training sessions and create supporting documentation

• Develop and deliver customer training on product features and best practices, including user conferences

• Collaborate with customers, product management, and engineering teams to enhance software and resolve defects

• Manage and track contracted services alongside Account Managers

• Assess technical support processes and documentation for ongoing improvement

⛳️ Requirements

• Minimum of 3 years' experience in a Customer Service role

• Exceptional interpersonal, written, and oral communication abilities

• Strong listening skills with the capability to ask insightful questions, comprehend concerns, overcome objections, and solve problems

• Robust work ethic and self-motivated; ability to function independently as well as part of a team

• Competence in managing multiple priorities effectively and adapting to changes in a fast-paced business setting

• Professional and approachable demeanor; adept at quickly establishing rapport with customers over the phone

• Quick learner with the ability to navigate new software efficiently

• Proficient typing skills and computer literacy

• Familiarity with relational databases and ability to read/write T-SQL

• Previous experience in property tax software support or a strong understanding of the property tax life cycle

• Proficient in SQL, Excel, and Crystal Reports

• Adherence to confidentiality standards for Protected Health Information, Personally Identifiable Information, and privacy records

• Must be able to work in one of the designated U.S. locations

🏝️ Benefits

• Comprehensive benefits package

• Casual work environment

• Opportunities for learning and development

• Award-winning company culture

• Quarterly travel opportunities