Full-Time

Software Support Specialist

Posted on 11/13/2024

Storable

Storable

501-1,000 employees

Technology solutions for self-storage facilities

Enterprise Software
Financial Services

Compensation Overview

$44k - $58kAnnually

Junior, Mid

Newport Beach, CA, USA + 1 more

More locations: Remote in USA

Candidates must reside in one of the listed states for remote work eligibility. Hybrid roles available in Costa Mesa, CA.

Category
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
  • Bachelor’s degree in Business Applications, Computer Science, or a related field is desired.
  • Computer/IT Certification a plus (or equivalent years of work experience).
  • At least 2 years of product support experience, preferably in a support analyst or technical support position preferred.
  • Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances.
  • Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues.
  • Excellent knowledge of customer service principles and practices with previous customer service experience.
  • Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures.
  • Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment.
  • A positive, professional, solution-oriented, enthusiastic and team-oriented attitude.
  • Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines.
  • Ability to follow department processes and procedures.
  • Experience utilizing CRM systems.
Responsibilities
  • Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system.
  • Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed.
  • Classify incidents based on severity and priority.
  • Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents.
  • Investigate and resolve incidents with no known solution.
  • Collaborate with other team members to assist them with resolution of incidents.
  • Contribute and update our Knowledge Base and Communities.
  • Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests.
  • Ensure service level standards are achieved (as defined by the Technical Support management team).
  • Handle interruptions well and move between tasks with ease while still meeting deadline.
  • Troubleshoot technical issues with clients using learned product knowledge and support processes.
  • Collaborate with Senior or Principle Support Engineers on complex cases when appropriate.
  • Replicate and log reported bugs in bug tracking system.
  • Escalate cases to Escalation or R&D Engineers when required.
  • Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries.
  • Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.
  • Attend virtual and classroom based training classes.
  • Complete certifications for company products.
  • Complete training for complementary 3rd party products.
  • Use appropriate discretion in handling critical client calls and escalating calls to management.
  • Perform each duty above with our customers' satisfaction as your number one priority.
  • Assist in training new Technical Support team members.
  • Contribute new content to the Support Knowledge base.
  • Work shift rotation to cover evenings, public holidays and weekends.

Storable provides technology solutions specifically designed for the self-storage industry, which is valued at $38 billion. Their products include facility management software, websites, marketing tools, search aggregators, tenant insurance tools, and payment processing services. These tools help self-storage facility owners and operators streamline their daily operations and enhance business growth. Storable stands out from its competitors by having a diverse team with a wide range of backgrounds and experiences, which contributes to their success and creativity in developing effective technology solutions. The company aims to empower self-storage businesses of all sizes, from large operations to small family-run facilities, enabling them to manage their businesses more efficiently.

Company Stage

Acquired

Total Funding

$10M

Headquarters

Austin, Texas

Founded

2019

Growth & Insights
Headcount

6 month growth

2%

1 year growth

11%

2 year growth

44%
Simplify Jobs

Simplify's Take

What believers are saying

  • Storable's expansion into new verticals like RV parks and campgrounds through acquisitions like Newbook indicates strong growth potential.
  • The company's commitment to sustainability, validated by the SBTi, positions it as a forward-thinking and environmentally responsible employer.
  • Storable's significant investment in its R&D presence in India suggests a focus on innovation and global market expansion.

What critics are saying

  • The self-storage technology market is niche, and Storable's growth may be limited if the industry faces economic downturns.
  • Integrating acquisitions like CallPotential and Newbook could present challenges in maintaining a cohesive company culture and technology stack.

What makes Storable unique

  • Storable's comprehensive suite of technology products specifically tailored for the self-storage industry sets it apart from competitors who may offer more generalized solutions.
  • The company's Insured-To-Value technology introduces a unique revenue stream for operators while enhancing tenant protection, a feature not commonly found in the market.
  • Storable's diverse and award-winning team brings a wide range of perspectives and expertise, contributing to innovative and effective solutions.

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Benefits

Health, dental, & vision insurance

Life & disability insurance

HSA & FSA

Parental leave

Flexible work hours

Remote work option

PTO

401(k) with company match

Performance bonus

Professional development

INACTIVE