Customer Support Specialist (Technical/Software)

SMA Technologies, Inc; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Specialist, where you’ll thrive in a remote-first environment. This role is perfect for those who are passionate about providing exceptional customer service and technical support. You will be instrumental in monitoring and resolving customer issues, ensuring systems run smoothly, and collaborating with various teams to enhance service delivery. With a focus on continuous improvement and professional development, you’ll enjoy flexible working hours, generous PTO, and comprehensive health benefits. If you’re ready to make an impact in a supportive and dynamic atmosphere, this opportunity is for you.

Benefits

Remote Work Environment

Company Paid Health, Dental, and Vision Insurance

Flexible PTO

Quarterly Wellness Day

$2,500 Annual Professional Development Stipend

Dell Laptop Provided

$100/month Phone Reimbursement

11.5 Paid Holidays

100% Company Paid Life Insurance

Eligible for Overtime Compensation

Qualifications

• Experience in technical/software support and customer service.
• Strong problem-solving and organizational skills are essential.

Responsibilities

• Monitor and respond to customer alerts and support cases.
• Collaborate with teams to resolve issues and maintain SLAs.

Skills

Technical Support

Customer Service

Problem Solving

Organizational Skills

Communication Skills

Time Management

Basic System-Level Troubleshooting

Interpersonal Skills

Education

High School Diploma

CompTIA A+ Certification

Tools

OpCon

VisualCron

Wripple

Job description

Love your job and build your career at SMA Technologies. We recruit technically strong, self-starting team players who are hungry to work in an entrepreneurial atmosphere that cultivates success.

Customer Support Specialist (Technical/Software)

Founded in 1980, SMA Technologies specializes in automation and analytics software solutions. As we grow, we are looking for a determined and collaborative Customer Support Specialist to help monitor, alert, and respond to cases stemming from our customers or customer environments.

Objectives – The Problems You’ll Solve

Reporting to the Manager of Customer Support, the Customer Support Specialist will respond to alerts from customer environments, support cases, and any infrastructure issues which arise in any customer environment that is being monitored or cases created by customers. Using your determination, organizational skills, and dependability you will monitor, diagnose and respond to failures reported via multiple channels. Subsequently, you will proactively take action to resolve or escalate failures. You recognize how to resolve application (like OpCon) and system job failures and address first level support issues related to customers and their environments. You have technical experience in software support, network support, and basic system-level troubleshooting skills. You will use this information to solve for the customer and will collaborate with the MAS (Managed Automation Services), Support, and Infrastructure teams to make sure systems and OpCon environments run smoothly and efficiently with adherence to established SLAs.

How You’ll Get There

Within your first 3 months, you will:

• Familiarize yourself with the expectations for OpCon support, SLA adherence, and Managed Automation Services (MAS).
• Learn about how cases come in and the requirements to respond and resolve MAS and Customer Support Cases as a first level Customer Support Specialist.
• Attend OpCon Basic Training to gain comfort and familiarity with OpCon and how it is installed and configured for our top-tier customers.
• Familiarize yourself with response expectations for MAS Support Cases, for both Critical and Production level alerts.

Within your first 6 months, you will:

• Gain familiarity with all MAS customers: their service agreements, how to connect and most common Automation that has been implemented for them.
• Maintain 100% SLAs defined for MAS Support Cases by either taking direct action or by taking steps to escalate to the next level as per documented policy.
• Understand how to respond to and act on Infrastructure Service Alert tickets.
• Time management and dependability is established with other teams and team members to ensure that the Frontline Response Team is a trusted resource in providing service to our customers.
• Gain familiarity with OpCon functions, screens, logfiles and view of Operations to understand the ‘health’ of the customer being supported.
• Gain confidence with being on-call to respond to priority issues and alerts as required to meet the customer's needs and Service Level Objectives (SLOs).

Within your first 12 months, you will:

• Become a trusted, dependable, and consistent member of the Frontline Response Team critical in providing customer service.
• Be an engaged team member that promotes collaboration, determination, authenticity, and kindness.
• Create a culture of efficient throughput of incoming cases and alerts, timely resolution, prioritization of volume of cases, and timely and needed escalations.
• Troubleshoot and resolve OpCon cases with minimum time and effort. If needed, escalate to the next level.
• You are able to address tickets relating to other SMA products like, but not limited to, VisualCron, Wripple, etc. by leveraging your technical skills.
• Give input and feedback to established policies, recommendations for documentation and policies to strengthen the service of the Frontline Response Team.
• Collaborate with leadership to create and standardize procedures where it is lacking.

Competencies – What we’re looking for

Experience with Level 1 triaging and responding to high volume of support or system issues: Our key objective is to have a reliable and consistent Frontline Response team that is meticulous and timely in their response to, and resolution of, customer and system issues. This team will build a trust and service-minded relationship with internal teams and with customers. You are comfortable working with Enterprise customers and support teams in high-stress production environments to provide patient, customer-focused, technical assistance and communicate and organize incoming alerts and tickets from various inputs.

Passionate about organization and reliability: Your passion is in making sure that your work is organized and complete with attention to detail.

Customer-focused: You are driven to improve customer service and promote a dependable environment of accuracy and reliability.

Interpersonal skills: We are looking for a person we will enjoy collaborating with, spending time with, and investing in. You are motivated when working with a diverse team and being able to collaborate on continuous improvement.

Intellectually curious: You have a strong level of curiosity and care about learning and self-improvement. You are willing to try out new techniques and continuously improve your own skillsets and understanding.

Accountable: It bothers you when people do not follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way.

What’s in it for you?

At SMA, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide:

• A remote first environment – Work from wherever you are comfortable in the contiguous U.S. as SMA Technologies is a remote first organization.
• SMA will provide all the gear you need to be successful in your role, including Dell Laptop, $100/month phone reimbursement, monitors, gear to get yourself started, plus a one-time $250 stipend to purchase any extras.
• 100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering. SMA also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs.
• 100% company paid LTD, AD&D and basic life insurance for you.
• Flexible PTO (like unlimited PTO) and flexible working hours to accommodate a great work/life balance.
• 11.5 Paid Holidays.
• Quarterly Wellness Day to recharge in whatever way you need.
• $2,500 Annual Professional Development stipend to help you continue to enhance your skills.

How We Work – Our Core Values

Be Kind: We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers.

Be Authentic: We are genuine. We are real. No pretenses.

Be Collaborative: We unite for a common cause. We are in pursuit of the best idea - not our own idea.

Be Determined: Giving up is not in our nature. We are smart people who solve tough problems.

Work Environment and Physical Requirements

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Elevated level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

• Shift will be 8am-5pm OR 11am-8pm (all CST)
• Member of On Call rotation required
• Eligible for overtime compensation
• Ability to work weekends and holidays as needed
• CompTIA A+ Highly desired

AAP/EEO

Unisoft International, Inc. dba Software Management Associates provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status.