Software Support / Training Specialist - Level 1 - 2 Details

Software Support / Training Specialist - Level 1 - 2

DataWorks, Inc. - Schaumburg, IL

Employment Type : Full-Time

Job Summary

SOFTWARE SUPPORT / TRAINING SPECIALIST

The Software Specialist provides direct DataWorks application support to customers via telephone and web meeting tools or in written email or chat sessions. This multi-faceted position provides general product, account status and company policy information to customers with primary focus on resolving customer concerns raised during software operations and maintenance. This role is an excellent entry point into the company and can be a path to further opportunities.

This position requires someone with an analytical mindset who can translate information for non-technical customers while remaining patient and enthusiastic. As a frontline employee you will troubleshoot problems with usability or technical issues within the software applications and recommend/implement corrective action. You will act as a liaison between the end user and appropriate internal resources for resolution of more complicated issues; reporting design, reliability, and maintenance problems to senior level resources for resolution and product development. You will train customers remotely or in person in the use of the application and processes based on a structured syllabus. And further, you will be responsible for documenting the replication path of software issues and working with product development on behalf of the customer. You must demonstrate excellent interpersonal skills and technical expertise to document problems and correction procedures, as well as detailed customer information.

This position performs other related work as assigned and may also require occasional travel individually or with a team training our customers.

Training: Training for this position lasts about 2 months and may involve training trips and attending and completing software education classes. You will focus on all areas of the software and assist experienced Software Specialist with customer interaction and case resolution. It will also include observations in various departments across the company.

Qualifications/Requirements:

• Computer Science/Business College or relevant experience
• Minimum Customer Service Experience 3-5 years - call center environment experience including experience troubleshooting software issues via telephone and use of remote support tools to provide a resolution to the end user
• Candidates should have hands-on experience with Windows Server, Windows-based networking, network management tools, DNS, TCP/IP, names resolution process, and network permissions, protocols and topologies.
• HTML, JSON, Web API experience is a plus
• Inventory Management/Micros/POS/SQL/Windows Server/Citrix experience will be considered a plus
• Excellent interpersonal skills, outgoing, friendly personality
• Strong written and verbal communication skills
• Self-starter abilities are essential and the aptitude to work independently and in a team environment

Job Type: Full-time

Pay: $33,000.00 - $46,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Education:

• Bachelor's (Preferred)

Experience:

• Software Support: 1 year (Required)
• Windows: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• Yes

Work Location: One location