Software Specialist

Summary

WineFetch is a company looking for a Software Specialist to provide software support directly to customers. The successful candidate will be responsible for investigating customer issues, documenting software-related problems, and ensuring timely resolution of reported issues.

Responsibilities

• Provides first-level investigation to the customer and resolution for the Constellation Suite of Products
• Work closely with development, documenting and communicating software-related issues
• Accurate and timely tracking of all reported issues in our call management tool
• Meets all defined service levels for unresolved problems, reassigns the ticket to the appropriate internal/external team
• Applies technical aptitude (operating systems, PCs, printers, remote-control utilities, etc.) to resolve client issues
• Advises the Customer Care Manager on sensitive Client situations
• Attends and participates in Team meetings
• Attends CHS product training, as required
• Makes recommendations to address problems, improve service, and provide improved support
• Develops frequently asked questions (FAQ) documentation
• Work shifts may vary to accommodate maximum help desk coverage
• Attend service release handoff meetings as requested

Skills

• College/University degree in Business Administration, Computer Science, or related discipline
• Customer Support Experience
• General Accounting/Costing knowledge
• Courses or Experience in Residential Construction, Commercial Construction or Property Management, Real Estate Management and/or IT fields
• Proficient in MS Windows applications
• Comfortable utilizing remote access utilities such as Remote Desktop, VPN
• Superior analytical skills to resolve customer issues
• Self-Managed and motivated with the ability to work with minimal direction in a collaborative team environment
• Excellent interpersonal skills, both verbal and written
• Provide courteous, friendly, and professional communication with external and internal stakeholders
• Ability to adapt to a fast-paced environment
• Excellent time management and set priorities, managing conflicting demands
• Positive team attitude and ability to collaborate with team members and co-workers
• Works well under pressure

Qualifications

Must Haves

• College/University degree in Business Administration, Computer Science, or related discipline
• Customer Support Experience
• General Accounting/Costing knowledge
• Courses or Experience in Residential Construction, Commercial Construction or Property Management, Real Estate Management and/or IT fields
• Proficient in MS Windows applications
• Comfortable utilizing remote access utilities such as Remote Desktop, VPN
• Superior analytical skills to resolve customer issues
• Self-Managed and motivated with the ability to work with minimal direction in a collaborative team environment
• Excellent interpersonal skills, both verbal and written
• Provide courteous, friendly, and professional communication with external and internal stakeholders
• Ability to adapt to a fast-paced environment
• Excellent time management and set priorities, managing conflicting demands
• Positive team attitude and ability to collaborate with team members and co-workers
• Works well under pressure

Benefits

• Medical
• Dental
• Vision
• Basic life insurance
• Short/long term disability
• 401(k) participation (with company match)
• 10 days of vacation for new employees
• Sick time based on state requirements
• 8 Company-paid holidays
• 2 personal holidays per year