Flexible, telecommute, locations along the west coast preferred
Skill and Education Requirements
Bachelor’s degree or above in computer science or related field
2 years+ software customer support experience would be a bonus
Duties and Responsibilities
Provide outstanding customer service through installation, training and maintenance of software.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with company processes.
Work with customer or customer support contacts to resolve technical problems with software.
Maintain overall ownership of a user’s issue & service ensuring that they receive a resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all service calls.
Manage service requests, software installations, new setups, upgrades, etc.
Record support progress, update, resolutions in the Help Desk.
Prioritize enhancement requests to development team, and drive resolution on escalated customer issues, and address customer needs through the defined processes.
Perform effective diagnosis, troubleshooting of software issues
Real time technical documentation including but not limited to: writing articles, creating wiki pages, operational protocols, demonstration videos etc.
Custom interface programming and maintenance
Testing new features/releases
Along with other members of the support team, Employee shall provide after business hours on-call on a schedule to be arranged.
Ability to handle customer complaints and communicate to the appropriate manager
Other required duties as assigned
Highly motivated, responsible individuals with outstanding customer service skills in a remote working environment
Ability to work independently and to work with a remote team environment.
Excellent verbal and written communication skills. Ability to communicate technically dense issues to an audience that may not have in-depth technical knowledge, understanding what technical information to say and how to say it to the customer.
Fast learner, excellent troubleshooting and diagnostic skills
Compensation and Benefits
Based on qualifications and experience, we offer a competitive salary and benefits package, including medical, dental, and vision insurance, vacation time, employer sponsored 401K.
At least two independent and recent references are required.
How to Apply
Please submit a cover letter and most recent CV to HR@onepacs.com