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Software Support Specialist
Confirmed live in the last 24 hours
Illinois, USA
Experience Level
Desired Skills
Customer Service
  • 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
  • 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
  • Follow standard processes and procedures
  • 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
Desired Qualifications
  • Intermediate understanding of major RDBMS with emphasis on Oracle, MS SQL
  • Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files
  • Intermediate network communication, network security, network administration and wireless networking knowledge
  • Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
  • Intermediate knowledge of IIS and web services
  • Intermediate experience supporting mobile apps
  • Proficiency supporting multiple versions of Windows
  • Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

501-1,000 employees

Self-storage management software
Company Overview
Storable's mission is to help self-storage owners of every size solve problems and run their businesses more efficiently and effectively. Storable creates technology products that empower self storage facility owners and operators to do more.
  • 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