Software Support Specialist

Software Support Specialist – Tier I

Description:

The Davenport Group is a software solutions and professional services company specializing in the design and implementation of software solutions for public sector clients. As the Davenport Group continues to grow and respond to the on-going requirements of our clients, we seek to add talent to our base of outstanding professionals.

We are currently looking for a Software Support Specialist, with an emphasis on end-user training and a deep understanding of our product suite. The position will play a critical front-line role in answering user questions and assisting users by providing user training and troubleshooting issues with end-users.

Responsibilities:

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software functions and similar concerns in a professional and friendly manner.
• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Draft, review and publish Knowledge Base articles on software products.
• Prepare and conduct online training seminars on software products.
• Travel onsite to clients in the United States and Canada to conduct in-person client training (likely 1 per month - like 30% travel).
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Performs other related duties as assigned.

Requirements:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Previous customer service experience, preferably in a frontline support role.
• Strong problem-solving skills.
• Patience, empathy, and a customer-first attitude.

Job Type: Full-time

Salary: $49,920.00 - $62,400.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 1 years

Schedule:

• 8-hour shift, preferably 8 to 5 EST
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Software Training: 1 year (Preferred)

Work Location: Remote

Job Type: Full-time

Pay: $49,920.00 - $62,400.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Software Training: 1 year (Preferred)

Work Location: Remote