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Form of work
SalaryCustomer Support Specialist - Remote - US
Remote Position, United States
Employment Type
Full Time, Salaried Non-Exempt
Experience
Entry to Intermediate Level
Salary Range
$42,000 - $55,000
Industry
Software, Information Technology and Services
Employees are covered by medical, dental, vision, and AD&D insurance. Alliance offers a 401k plan in addition to 11 paid holidays and an unlimited paid time off (PTO) Policy. Employees may also receive discretionary bonuses throughout the year.
Join us to lead an innovative team dedicated to support for our proprietary vocational rehabilitation agency case management software. Our application helps people with disabilities connect to services and meaningful employment. Our proprietary software is used nationwide, and your work will directly and significantly impact the lives of others.
Position Summary:
This position works under general supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.
What your day will look like:
- Troubleshoot support issues of a proprietary case management system
- Utilize internal and external tools to achieve a positive outcome for our customers
- Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products, to also meet federal reporting or accessibility requirements
- Demonstrate the ability to adapt to an ever-changing software development life cycle, including modern technologies and requirements
- Maintain quality case documentation, including formatting standards and styles
- Maintain case movement expectations
- Understand specifications and basic code-reading skills
- Communicate clearly for assigned duties, both written and spoken
- Identify and communicate potential issues proactively
About You:
- Required to participate in daily scrums
- Required to participate in weekly support triages
- Required to participate in support training activities
- Ability to collaborate with customers on issues and inquiries with minimal supervision
- Ability to work cases within contractual service level agreements
- Proficient in Microsoft Office, Word, Excel, PowerPoint, and Teams
- Ability to provide timely updates on assigned work to relevant stakeholders
- Skilled in the software development life cycle (SDLC)
- Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN
- Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures
- Skilled in analytics using Power BI or Tableau
Required Education and Experience
- High school diploma or GED required
- Minimum 6-12 months of recent Customer Support experience in a software setting
Preferred Education and Experience
- Previous experience supporting proprietary database software
- Skilled in relational database management systems (RDBMS)
- Skilled in Microsoft Internet Information Server (IIS)
- Skilled programming skills or Visual Studio experience
For information about Alliance Enterprises, please visit our website at www.allianceenterprises.com (http://www.allianceenterprises.com/)
We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.
