Software Support Specialist

Posting expires 10 / 29 / 2024.

Based in our National Support Center in south Denver, (I-25 & Colorado Blvd) Tuff Shed is recruiting for a Software Support Specialist, who can provide fast and useful technical assistance, and is responsible for providing general support to our corporate and field employees.

Candidate must have basic technical knowledge and be able to communicate effectively, to understand the problem and to explain its solution, in addition to documenting their resolutions within their support tickets.

Must be customer-oriented, patient, and can troubleshoot issues in person or over the phone.

HYBRID WORK OPTION

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2-days home / 3-days in office)

Do you have what it takes to be a successful SOFTWARE SUPPORT SPECIALIST?

This individual demonstrates excellent communication skills at all times, interacts and provides general support services to our corporate and field employees.

In addition, have basic technical knowledge and be able to understand the problem and explain its solution, document the resolutions with a support ticket environment.

Must be patient, customer-oriented and troubleshoot over the phone and in person.

Essential Functions :

• Software Support :
• Understand, diagnose and resolve problems for remote and local users approved software packages.
• Develop a basic understanding of team member processes and the associated software, and work established procedures to resolve common problems.
• Escalate issues to team leaders when necessary, maintaining ownership and follow up with the reporter.
• Communications :
• Create tickets for all team member interactions, and update tickets with relevant internal and external information, notes, screenshots and other data.
• Follow up and communicate statuses to team members on a regular cadence.
• Explain concepts, processes, and functionality to team members in a clear, personable, positive, and friendly manner.
• Continuous Improvement :
• Research issues using available knowledge base and internet resources.
• Identify and escalate incidents requiring urgent attention and follow up with documentation and communications on solutions.
• Create and update documentation as needed to share knowledge and improve the department.
• Identify areas of personal and departmental growth, cost reductions, or operational efficiencies and communicate to leadership with actionable next steps.
• Stay up to date on industry best practices, current events, and vendor changes.
• Perform all other duties, tasks and responsibilities as assigned by the Tuff Shed management.

On-call duties are on a rotational basis, which may require work on holidays and / or weekends.

Knowledge, Skills, Abilities :

• Strong organizational and time management skills.
• Organization and team first mentality with a passion for technology and learning.
• Broad knowledge of computers, smartphones, telephony, printers, web browsers, A / V equipment, and other hardware and software.
• Basic network troubleshooting skills with an emphasis on logical or scientific method approaches.
• Ability to establish and maintain positive and effective work relationships with co-workers, end users, and technology providers.
• Ability to multitask and prioritize deadlines to meet required schedules.
• Ability to express technical terms in basic language, both verbally and written.
• Ability to troubleshoot hardware issues and perform minor repairs / upgrades when needed.
• Ability to solve problems using sound logic and good business judgment.
• Ability to read, write and understand instructions given orally, in writing and / or in diagram form.
• Ability to prepare written correspondence and reports that create a professional image for Tuff Shed.
• Ability to effectively communicate at all levels, including customers, business partners, co-workers, managers.

Experience :

Experience supporting ERP and CRM software applications in a Software as a Service model. Salesforce experience is preferred.

Education :

High School graduate or equivalent.

What's in it for you?

An opportunity to join a successful company and be part of the growth of the team! We offer competitive salary and benefits!

• Paid vacation, paid holidays.
• Medical / dental / vision and life insurance.
• Employee Stock Ownership Plan (ESOP).
• A 'Safe Harbor' 401(k) plan.
• On Demand Pay!

About Tuff Shed :

Founded on an entrepreneurial spirit and an unwavering commitment to quality, Tuff Shed was established in 1981, and has since developed into America's largest manufacturer and installer of storage buildings and garages, having built more than one million buildings for satisfied customers.

We utilize cutting edge green technology in our materials and manufacturing processes, and hold multiple U.S. Patents.

Next Steps :

• You can learn more about Tuff Shed from our website at www.TUFFSHED.com.
• To apply, please click to submit an application. Shortlisted candidates will be contacted for a formal screening.

Tuff Shed is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, hair style, organ donor status, genetic information or any other status protected by law or regulation.

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