Software Support Specialist

Tuff Shed, Inc.; Denver (CO); Hybrid; USD 30,000 - 39,000; Full time

Benefits offered by this job

Hybrid work model

Benefits package

On-site HQ Denver

Job summary

Tuff Shed, Inc. is seeking a Software Support Specialist at its Denver area headquarters.

This role provides technical support for cloud-based software to both corporate and field teams, with strong emphasis on effective communication, problem diagnosis and ticket documentation. The position supports a hybrid schedule (2 days remote, 3 days in office) and requires high energy, customer focus and the ability to troubleshoot in person or by phone.

Qualifications

• Experience supporting ERP and CRM software in a SaaS model.
• Salesforce experience is preferred.
• High School graduate or equivalent.

Responsibilities

• Understand, diagnose and resolve problems for remote and local users of approved software.
• Create and update tickets with relevant data, notes and screenshots.
• Escalate issues and follow up with reporters.
• Maintain an organized ticket queue with balance of priorities.
• Explain concepts and processes clearly to team members.
• Collaborate with teammates on tickets and documentation.

Skills

Strong organizational skills

Time management

Teamwork

Hardware troubleshooting

Excellent communication

Multitasking

Technical term translation

Customer service mindset

Education

High School diploma or equivalent

Tools

Salesforce

ERP/CRM SaaS software

Job description

"BUILD" YOUR CAREER AT TUFF SHED!

Tuff Shed is recruiting for a Software Support Specialist, who is responsible for for providing technical support for cloud-based software solutions to our corporate and field team members. This role encompasses technical knowledge, be able to communicate effectively, understand the problem, explain its solution, and document the resolution in their support tickets. Must be high energy, customer-oriented, patient, and able to troubleshoot issues in person or over the phone.

This position is located at our south Denver corporate headquarters at I-25 & Colorado Blvd.

HYBRID WORK OPTION

(2-days home / 3-days in office)

This individual demonstrates excellent communication skills at all times, interacts and provides general support services to our corporate and field employees.

The essential functions for this position include but are not strictly limited to:

Software Support

• Understand, diagnose and resolve problems for remote and local users approved software packages


• Develop a basic understanding of team member processes and the associated software, and work established procedures to resolve common problems


• Escalate issues to team leaders when necessary, maintaining ownership and follow up with the reporter


• Maintain an organized ticket queue by progressing from oldest to newest and working a balanced selection of high, medium, and low-priority tickets

Communications

• Create tickets for all team member interactions, and update tickets with relevant internal and external information, notes, screenshots and other data


• Follow up and communicate statuses to team members on a regular cadence


• Explain concepts, processes, and functionality to team members in a clear, personable, positive, and friendly manner


• Answer phone calls and work with walk up support requests creating and following up in the ticketing system on all interactions


• Collaborate with other team members on tickets, documentation and embrace a team-oriented culture

Continuous Improvement

• Research issues using available knowledge base and internet resources


• Identify and elevate incidents requiring urgent attention and follow up with documentation and communications on solutions


• Create and update documentation as needed to share knowledge and improve the department


• Identify areas of personal and departmental growth, cost reductions, or operational efficiencies and communicate to leadership with actionable next steps


• Stay up to date on industry best practices, current events, and vendor changes

On-call duties are on a rotational basis, which may require work on holidays and/or weekends

Skills & Experience

• Strong organizational and time management skills.


• Organization and team first mentality with a passion for technology and learning.


• Broad knowledge of computers, smartphones, telephony, printers, web browsers, A/V equipment, and other hardware and software.


• Basic network troubleshooting skills with an emphasis on logical or scientific method approaches.


• Ability to establish and maintain positive and effective work relationships with co-workers, end users and technology providers.


• Ability to multitask and prioritize deadlines to meet required schedules.


• Ability to express technical terms in basic language, both verbally and written.


• Ability to troubleshoot hardware issues and perform minor repairs / upgrades when needed.

Experience

• Experience supporting ERP and CRM software applications in a Software as a Service model. Salesforce experience is preferred.

Education

• High School graduate or equivalent

WHAT’S IN IT FOR YOU?

Hourly pay range is $22 - $28 / hour

Our Competitive Benefits And Rewards

Tuff Shed offers a great Benefits package for our full-time employees! - It pays to be a Tuff Shed team member:

• Competitive compensation and bonus programs (based on position)


• Medical Benefits including Virtual Visits- The care you need-when, where and how you need it!


• Dental & Vision Benefits


• Flexible Savings Account (FSA)


• Employee Stock Ownership Plan (ESOP) – You’re more than an employee - Get rewarded for long and loyal service with ownership interest in the Company


• Paid Time Off and Paid Holidays.


• 401(k) plan


• On-Demand Access to Your Pay! - Why wait until pay day?

Next Steps

• Learn more about us! Check out the Tuff Shed Website at www.tuffshed.com Interested?


• Interested? We encourage you to submit an application for consideration

Tuff Shed is an equal opportunity employer. Employees and applicants for employment will not be discriminated against on the basis of race, color, religion, national origin, hair texture, hair type, hair length, or a protective hairstyle that is commonly or associated with race, ancestry, religion, creed, physical or mental disability, marital status, civil union partner status, protected medical conditions, gender, gender identity, gender expression, sexual orientation, age, genetic information, or any other characteristic, activity or basis protected by applicable federal, state or local law or because he or she is an individual with a disability or disabled veteran, Armed Forces service medal veteran, recently separated veteran, or active duty wartime or campaign badge veteran.