Customer Support Specialist

Valsoft Corporation; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Alliance Enterprises is seeking an experienced Customer Support Specialist to join their team in the US. The role involves troubleshooting technical issues, providing software demonstrations, and assisting customers with system updates, all in a remote work model. Ideal candidates will have at least 1 year of relevant experience in a software context.

Qualifications

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

Responsibilities

• Troubleshoot support issues of a proprietary case management system.
• Provide resolutions to end-users by guiding customers through solutions.
• Maintain quality case documentation and movement expectations.

Skills

Troubleshooting

Collaboration

Technical Support

Analytical Skills

Relational Database Management

Networking Knowledge

Communication

Education

High school diploma or GED

Tools

Microsoft SQL Server

Power BI

Tableau

Microsoft Office

Visual Studio

Microsoft Internet Information Server (IIS)

Job 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 haveat least1+ 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 a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help 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 the way in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Here is a little window into our company: Alliance Enterprises was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidates can be based anywhere in the US, working in a remote work model!

What your day will look like:

• Troubleshoot support issues of a proprietary case management system
• Utilize internal and external tools to achieve a positive outcome for our customers
• Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products, to also meet federal reporting or accessibility requirements
• Demonstrate the ability to adapt to an ever-changing 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 for assigned duties, both written and spoken Identify and communicate potential issues proactively
• Participate in daily scrums
• Participate in weekly support triages
• Participate in support training activities

About You:

• High school diploma or GED required
• 1+ years of recent customer support experience in a software setting is required
• 1+ years’ experience in Technical support and strong troubleshooting skills
• Previous experience supporting proprietary database softwareis highly desirable
• Skilled in relational database management systems (RDBMS)
• Skilled in Microsoft Internet Information Server (IIS)
• Skilled programming skills or Visual Studio experience
• Ability to collaborate with customers on issues and inquiries with minimal supervision
• Ability to work cases within contractual service level agreements
• Proficient in Microsoft Office, Word, Excel, PowerPoint, and Teams
• Ability to provide timely updates on assigned work to relevant stakeholders
• Skilled in the software development life cycle (SDLC)
• Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN
• Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures
• Skilled in analytics using Power BI or Tableau
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in the US

Affirmative Action and Equal Employment Opportunity

Alliance is an Equal Opportunity Employer.

If you require reasonable accommodations to perform any of these duties, please contact: [e-mail].

For further information aboutAlliance Enterprises, you can visit our website at www.allianceenterprises.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.