Customer Care Software Technician

Job Summary:

EnvisionWare Inc. is actively recruiting a remote Customer Support Representative.
EnvisionWare creates innovative, self-service and efficiency solutions that enhance library services and empower patrons. This mission continues to be the driving focus of EnvisionWare today, backed by a commitment to ensure that every library, regardless of size, receives the highest level of customer service and support.
The customer support team has a very kind and collaborative culture. They are empowered to be our customer’s advocates and have career growth opportunities within EnvisionWare as well as our parent company Constellation Software.
Constellation Software is a leading provider of software and services to a select group of public and private sector markets. We acquire, manage and build industry specific software businesses which provide specialized, mission-critical software solutions that address the particular needs of our customers. Constellation currently owns 200 software and services companies.
The Customer Support Representatives at EnvisionWare respond to customer calls, help desk cases entered via customer portal as well as online chat. We have a large volume of software and hardware products to support but offer learning management software and hands-on training to all new team members.
Successful candidates must possess the ability to:

• Maintain a positive, empathetic, and professional attitude toward internal and external customers at all times.
• Respond promptly to customer inquiries.
• Keep case records of customer interactions, transactions, comments, and complaints up to date.
• Communicate, Escalate and/or coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.

* Work from Home Office

Customer Service Representative Requirements:

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using Microsoft products and help desk software.
• Experience working in customer service

Job Description:

JOB PURPOSE: The primary responsibility of the Support Technician is to provide outstanding customer service while resolving technical issues that relate to EnvisionWare products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Core duties and responsibilities include the following. Other duties may be assigned.

• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

• Instructs users in use of equipment, software, and manuals.

• Recommends or performs remedial actions to correct problems.

• Identifies and documents customer needs and objectives, and use this information to plan, prepare, schedule, and execute resolution of issues quickly.

• Ensures that the customer and relevant EnvisionWare staff remain informed of the current status of issues.

• Maintains a collaborate relationship with Support Leads to ensure bi-directional flow of effort, attention and information when investigating or addressing customers' escalated software problems.

• Recommends product enhancements that will improve the customers’ experiences with EnvisionWare solutions.

• Participates in the Support team meetings and ensures that issues are discussed that are new or a priority so they can be appropriately prioritized in future iterations.

• Delivers on EnvisionWare’s commitment to providing quality customer service by meeting Service Level Agreements (SLA's).

• Identifies, pro-actively address, and escalate problems and situations through appropriate means before customer reaches a critical frustration level.

• Notifies manager if customer becomes frustrated.

• Replicates reported technical issues and document the process used to recreate the problem in the issue as well as the desired result.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• EDUCATION AND/OR EXPERIENCE

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

• LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

• MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of Database software; Development software; Internet software; Order Processing systems; Spreadsheet software and Word Processing software. Working knowledge of Windows and Macintosh operating systems and commercial applications (like Microsoft Office, Adobe Acrobat Reader, common Internet browsers, etc.) both as a user and an administrator. Basic knowledge of HTML and MySQL. Knowledge of applications (like PC Refresh, Deep Freeze, Fortress, Clean Slate, etc.) and administrative practices (like Windows Profiles and group policy, etc.) for securing and protecting PCs. and workstations used in public environments. Understand the roles of routers, subnets, firewalls, gateways, proxies, and wireless access points.

• OTHER SKILLS AND ABILITIES
• Working knowledge of Windows and Macintosh operating systems and commercial applications (like Microsoft Office, Adobe Acrobat Reader, common Internet browsers, etc.) both as a user and an administrator.
• Basic knowledge of HTML and MySQL.
• Ability to install software including EnvisionWare products and other products common in libraries to better simulate the users’ PC environments.
• Knowledge of applications (like PC Refresh, Deep Freeze, Fortress, Clean Slate, etc.) and administrative practices (like Windows Profiles and group policy, etc.) for securing and protecting PCs and workstations used in public environments.
• Knowledge of tools and techniques for accessing PCs remotely for the purposes of providing technical support, performing training, and/or gathering diagnostic information.
• Understand the roles of routers, subnets, firewalls, gateways, proxies, and wireless access points.
• Experience with trouble tracking software.
• Ability to install, network and configure printers.
• Ability to use available resources effectively for research tools and investigating solutions to reported problems.
• Ability to service and support third-party hardware such as printers, copiers, vending devices, point of sale terminals and software.
• Ability to work in a fast paced environment.
• Ability to multi-task.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, and crawl.
• The employee must regularly lift and/or move hardware equipment. Required to lift/move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly exposed to risk of electrical shock. The employee is occasionally exposed to wet and/or humid conditions (non-weather); working near moving mechanical parts.
• The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $42,000.00 - $47,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Experience level:

• 1 year
• Under 1 year

Schedule:

• 8 hour shift

Experience:

• Technical support: 1 year (Required)

Work Location: Remote