The Software Support Specialist II is responsible for solving and attempting to resolve issues reported by end users. The specialist will respond to end user or client requests for assistance with support issues. The Software Support Specialist II is responsible for following ticketing processes and documenting issues, while focusing on exceptional customer service. The specialist is responsible for being a problem solver and evaluating issues to identify the root of those issues. A working knowledge of many software systems is required for issue resolution. Additionally, the position will work collaboratively with other team members to provide support, share knowledge, and ensure a quality customer experience at all times.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Provide customer phone and web-based support, resolve issues, log and escalate issues as appropriate
· Answer incoming calls, emails and tickets in a professional, friendly and timely manner
· Build a strong relationship with end users by projecting a positive attitude and providing helpful support
· Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions
· Provide accurate, professional and timely documented updates to all assigned tickets
· Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
· Communicate clearly and concisely, verbally and in writing, with users and technical support
· Be a self-starter who is highly organized, learns quickly and retains that knowledge to apply to customer solutions
· Generate, review and edit end user and troubleshooting documentation such as software manuals and release notes
· Train users on CCIS, eXpedite and other software developed through on-site and web-based training sessions
· Assist with system testing for software releases, bug fixes, etc.
· Problem solve and evaluate TIER I and TIER II issues to identify problems and the root cause of the issues.
· Follow all company/client procedures as well as HR policies
· Other duties as assigned
· Professionalism and Integrity
· Communicates Effectively
· Organization and Time Management
· Adapts Well to Change
· Interpersonal Relations
· Troubleshooting/Problem Solver
This position has no supervisory responsibility.
Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:30 a.m. to 5:00 p.m. and must work 40 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.
Travel Some (less than 25%) travel is expected for this position.
Required Education and Experience
· High School degree or equivalency required
· Associates or Bachelor’s degree is preferred
· 2 years of phone and/or web-based support experience in a customer support environment
· Proficient user of Microsoft applications
· Proficient troubleshooting skills
Additional Eligibility Qualifications None required for this position.
Work Authorization/Security Clearance In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Background checks- criminal, civil, employment, and education required. Drug screening in compliance with drug free workplace standards.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
• Medical, Dental, Vision Insurance
• Employer-funded Health Reimbursement Arrangement (HRA)
• Company sponsored 401k
• Paid Time Off
Founded in 1996 in Indianapolis, IN, The Consultants Consortium (TCC) is an innovative solutions provider committed to designing and delivering high-value, cost-effective IT consulting services and application technology solutions for both the private and public sectors. With a team of more than 250 IT and business professionals, TCC serves clients nationwide, from state and federal government agencies to commercial sector customers. TCC is committed to providing the most cutting edge solutions, and with that, ensures they stay up-to-date on crucial certifications and affiliations. Among these are the highly accredited Microsoft Certifications.
TCC holds multiple MS Certifications, including a Gold Certification level in both Application Development and Hosting, as well as a Silver Data Center Certification. In addition to Microsoft, TCC is also a Registered Partner with Amazon Web Services (AWS), and a Capability Maturity Model Integration (CMMI) Level III assessed development organization that utilizes the Information Technology Infrastructure Library (ITIL) standard processes for IT service management that focuses on aligning IT services with the needs of business. To maximize these practices, TCC encourages staff members to gain ITIL certifications, and even offers study courses and material in-house.
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