Software Implementation and Support Specialist

WingSwept; Garner (NC); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Stock ownership (ESOP)

Profit sharing

401(k) with a generous match

Health, vision, dental insurance

Disability insurance

Job summary

WingSwept is seeking a Software Implementation and Support Specialist in Garner, NC, responsible for training clients on the CMTS product and providing support. This entry-level, full-time position includes benefits such as stock ownership, profit sharing, and insurance options.

The ideal candidate will have strong communication skills and a background in customer support. Responsibilities include onboarding clients, managing support tickets, and facilitating contract renewals. Some travel may be required.

Qualifications

• Alignment with core values: Honest, Eager, Accountable, Respectful, Team Player.
• US Citizen with ability to pass a high-level government security clearance.
• Experience in fraud investigation is preferred.

Responsibilities

• Coordinate onboarding process for new clients.
• Train new and existing clients on the software application.
• Provide first line support for issues experienced by clients.

Skills

Strong verbal and written communication skills

Problem-solving skills

Customer relationship management

Training experience

Education

Business degree or equivalent qualification

Job description

WingSwept is seeking a Software Implementation and Support Specialist for our Case Management and Tracking System (CMTS) product. This person will be responsible for training new clients on how to use the application as well as providing the first line of support for clients as issues and needs arise. We are looking for someone who has an outgoing and friendly personality, with the soft skills to handle more difficult conversations and the technical aptitude and analytical skills to be able to identify and solve problems on the fly. This is a full-time, entry-level position with benefits including stock ownership (ESOP), profit sharing, 401(k) with a generous match, health, vision, dental, and disability insurance, and more.

Responsibilities

• Coordinate onboarding process for new clients
• Train new and existing clients on software application (some travel required)
• Provide first line support for issues experienced by clients using the software application
• Manage tickets submitted to either support or as new enhancements
• Maintain strong rapport with customers while managing accounts
• Facilitate Annual Contract Renewal, including providing quotes for customers, coordinating with third parties, and following up on outstanding Purchase Orders
• Follow up on demo/information requests from the website
• Coordinate and schedule product demonstrations
• Work with the team to research and complete written proposals
• Assist in testing new releases

Minimum requirements

• Alignment with WingSwept’s core values of being Honest, Eager, Accountable, Respectful and Team Player
• Must be a US Citizen and able to pass US high level government security clearance
• Must be able to pass a criminal background check and drug test
• Business degree or equivalent professional qualification and/or experience is preferred
• Prior experience in fraud investigation space is strongly preferred
• Prior Human Resources and/or government sector experience is preferred, but not required
• Must have prior experience training others
• Must be able to dependably work a full-time 40-hour work week, Mon-Fri 8am-5pm
• Must possess strong verbal and written communication skills for daily interactions with customers, both in person and over the phone
• Must be able to conduct research via the web and apply knowledge towards new research methods
• Must be able to commute to and from our office in Garner, NC each weekday
• Must be willing to travel on occasion

Equal Opportunity Employer M/F/Disabled/Veteran