Software Support Specialist

The Software Support Specialist provides guidance for our customer's operations, accounting, inventory & supply chain, distribution, logistics, and much more! The Specialist will engage with customers to become an expert in their business processes and how the functionality of our software works to help their business. They are tasked with solving complex problems through our ERP Software. In addition, the Specialist will also participate in project management, customer training sessions, document creation, and software testing.

RESPONSIBILITIES AND DUTIES:

1. Ensure customer’s absolute success! - Use your knowledge of our software and industry best practices to help our customers use our products better to make their lives easier through our software
2. Receive, research, analyze, troubleshoot, and answer customer cases as they are submitted
3. Ensure a positive relationship and communication plan with customers.
4. Complete documentation related to cases and contribute to improving the organization's knowledge base
5. Elevate the team! - Assist other personnel in researching, testing, or handling cases
6. Conduct product trainings for customers and/or internal staff
7. Assist in identifying and implementing improvements in customer support and communication.
8. Participates in specialized teams, workgroups, or value-added areas like Market teams.

 KNOWLEDGE, SKILLS, AND ABILITIES:

1. Customer-focused approach to problem identification and resolution. 
2. Strong written and verbal communication skills for training, emails, instructions, presentations, etc. 
3. Good analytical, logical, research and problem-solving skills.
4. Ability to positively interact with all levels of the company and with others outside the company.
5. Ability to maintain a high degree of professionalism and confidentiality.
6. Ability to adhere to organizational policies and procedures.
7. Desire to work in a collaborative, team environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

Normal office environment with the use of computers and telephone systems; no unusual physical demands.

EDUCATION AND EXPERIENCE:

College degree in Supply Chain, Business, Accounting, Finance, MIS, other related fields or equivalent work experience

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