Customer Support Specialist

Alliance Enterprises, Inc.; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in software solutions is seeking an experienced Customer Support Specialist to join their remote Customer Service team in the US. The ideal candidate will have a strong background in customer support within a software environment, excellent troubleshooting skills, and the ability to communicate technical solutions effectively. This role involves assisting customers with their case management systems, providing software demonstrations, and maintaining quality documentation. Join us to make a meaningful impact in the lives of vocational counsellors and the individuals they serve.

Qualifications

• 1+ years of recent customer support experience in a software setting.
• Experience supporting proprietary database software is highly desirable.
• Fluent in English, both written and verbal.

Responsibilities

• Troubleshoot support issues of a proprietary case management system.
• Assist on-premise and hosted customers in updating and maintaining their systems.
• Communicate clearly in written and spoken form.

Skills

Troubleshooting

Communication

Collaboration

Networking knowledge

Relational database management systems

Microsoft Office Suite

Education

High school diploma or GED

Tools

Microsoft SQL Server

Power BI

Tableau

Microsoft Internet Information Server (IIS)

Visual Studio

Job description

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Description

We are hiring at Alliance Enterprises for an experienced Customer Support Specialist to join our Customer Service team in the US!

The successful candidate will have at least 1+ years of recent customer support experience in a software setting. This position works under general supervision to provide resolutions to end-users (customers) by performing question diagnosis and guiding them through step-by-step solutions. Support is provided by clearly communicating technical solutions in a user-friendly and professional manner. The role also involves providing software demonstrations on functionality and new features, as well as helping to set up system environments.

Alliance Enterprises develops software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, Alliance has led in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and high standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Company overview: Alliance Enterprises was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software manages Valsoft’s global portfolio of software companies, providing mission-critical solutions across multiple verticals. They implement industry best practices, deliver rapid integration, and operate a decentralized model fostering rapid growth through reinvestment.

The successful candidates can be based anywhere in the US, working remotely.

What Your Day Will Look Like

• Troubleshoot support issues of a proprietary case management system
• Utilize internal and external tools to achieve positive outcomes for customers
• Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products, to meet federal reporting or accessibility requirements
• Adapt to an evolving software development life cycle, including modern technologies and requirements
• Maintain quality case documentation, including formatting standards and styles
• Maintain case movement expectations
• Understand specifications and basic code-reading skills
• Communicate clearly in written and spoken form, proactively identify and communicate potential issues
• Participate in daily scrums, weekly support triages, and support training activities

Requirements

About You:

• High school diploma or GED
• 1+ years of recent customer support experience in a software setting
• 1+ years’ experience in technical support with strong troubleshooting skills
• Experience supporting proprietary database software is highly desirable
• Skilled in relational database management systems (RDBMS)
• Knowledge of Microsoft Internet Information Server (IIS)
• Programming skills or Visual Studio experience
• Ability to collaborate with customers with minimal supervision
• Ability to work within contractual service level agreements
• Proficient in Microsoft Office Suite
• Ability to provide timely updates to stakeholders
• Understanding of the software development life cycle (SDLC)
• Networking knowledge: connectivity, TCP-IP, DHCP, DNS, LAN/WAN
• Skilled in Microsoft SQL Server, including creating basic select queries and reading stored procedures
• Experience with Power BI or Tableau for analytics
• Fluent in English, both written and verbal
• Legally authorized to work in the US

Alliance is an Equal Opportunity Employer. For accommodations, contact [e-mail]. Visit our website at www.allianceenterprises.com. Only shortlisted candidates will be contacted.