Software Support Specialist: Troubleshooting & Customer Education

symplr; United States; On-site; USD 30,000 - 36,000; Full time

Job summary

Symplr in the United States is seeking a Customer Support Specialist who will learn and provide software application and technical assistance to customers on a single product. This role plays a key part in our contact center by diagnosing, troubleshooting, and resolving application questions and issues, while educating customers on features and best practices.

You will document activities in CRM and escalate issues as needed in a collaborative team environment.

Qualifications

• Technical or IT education aligned with software support.
• Experience delivering customer service in technical environments.
• Ability to learn complex software and hardware quickly.

Responsibilities

• Learn and provide to customers exceptional assistance via phone, email, web portal and chat.
• Respond to client issues per service levels; diagnose and resolve tech problems.
• Educate customers on functionality and best practices to boost self-sufficiency.
• Document all case activity in CRM with clear, concise notes.
• Escalate to next tier when needed and participate in scheduled calls.

Skills

Time management

Learning aptitude

Customer service

Critical thinking

Written communication

Decision making

Self-motivated

Collaborative mindset

Troubleshooting

Calm under pressure

Multi-tasking

Education

Bachelor’s Degree in Computer Science, IT or related field

Technical-related Associate degree

Tools

VMware

SQL Server

SQL Query Language

Windows Server

Windows Desktop

Cloud Technologies

Troubleshooting tools

Job description

Symplr in the United States is seeking a Customer Support Specialist who will learn and provide software application and technical assistance to customers on a single product. This role plays a key part in our contact center by diagnosing, troubleshooting, and resolving application questions and issues, while educating customers on features and best practices.

You will document activities in CRM and escalate issues as needed in a collaborative team environment.