Software Support Representative

Executive Information Services, Inc.; Hyde Park Township (IL); On-site; USD 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Software Support Representative to join their dynamic team. In this role, you will be the frontline support liaison, addressing complex customer inquiries and ensuring their issues are resolved efficiently. You will collaborate closely with the Director of Client Services and contribute to a knowledge base, enhancing user forums. This position requires exceptional analytical and problem-solving skills, as well as the ability to multi-task in a fast-paced environment. If you are passionate about providing top-notch customer service and thrive in a collaborative setting, this opportunity is perfect for you.

Qualifications

• Experience in software support and customer service.
• Ability to manage and resolve client inquiries effectively.

Responsibilities

• Serve as primary support liaison between company and customers.
• Investigate and resolve client support issues related to the application.

Skills

Software Troubleshooting

Customer Support

API Understanding

Problem Solving

Multi-tasking

Analytical Skills

Job description

EIS is seeking a Software Support Representative to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.

In this role, you will work closely with the Director of Client Services, and be supported by a great team, in providing exceptional customer service and development support.

What your impact will be

• Operate as a frontline, primary support liaison between EIS and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
• Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
• Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and / or issues have been satisfactorily resolved
• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
• Maximize and maintain current knowledge and awareness of applications and related technologies
• Sound understanding of API and web services technologies and functions
• Email technology troubleshooting

What we are looking for :

• Ability to present Support webinars, both internally to staff as well as to customers via the Web
• Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
• Ability to interpret requirements, and recommend solutions that best address clients' needs
• Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
• Strong ability to multi-task and prioritize work effectively
• Exceptional attention to detail and the ability to grasp concepts quickly