Empathetic Software Support Specialist

Storable; Austin (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health coverage

401(k) match

HSA contribution

Generous vacation policy

Parental leave

Job summary

Storable is seeking a Software Support Specialist to join our collaborative Support team. You will craft a warm, enthusiastic, and customized support experience for our customers across our product family.

You will analyze, investigate, and resolve complex issues, using existing resources and troubleshooting as needed. The role includes after-hours rotation and a six-week training period to ramp up on our systems and processes.

Qualifications

• 2+ years of on-the-phone product support experience or in a customer/technical support role.
• Excellent interpersonal communication, both verbal and written.
• Ability to stay calm and professional in all circumstances.
• Strong problem-solving skills with ability to troubleshoot via documented processes and custom solutions.

Responsibilities

• Primarily handle phone-based incidents and log them in the CRM.
• Manage a smaller number of email cases daily and follow up with customers as needed.
• Resolve incidents using Knowledge Base and reference materials, escalate when necessary.
• Collaborate with team members to resolve complex issues and provide timely updates to customers.

Skills

Phone support

Customer service

Problem solving

Communication

Education

Bachelor’s degree in related field

Tools

CRM system

G Suite

Job description

Storable is seeking a Software Support Specialist to join our collaborative Support team. You will craft a warm, enthusiastic, and customized support experience for our customers across our product family.

You will analyze, investigate, and resolve complex issues, using existing resources and troubleshooting as needed. The role includes after-hours rotation and a six-week training period to ramp up on our systems and processes.