- Corp to Corp and 1099 arrangements are not permissible for this role*
- While this is a work remote role, candidates MUST reside within 1 hour of Portland, OR*
- Previous ServiceNow experience is a must
Description Role :
- We are looking for a Tier 1 Software Support Specialist to join our work from home Support Team. The Software Support department provides application and account
- support for all customer-facing applications. We are responsible for ensuring positive client experience through high-quality service and communication.
- We handle client support related to incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation
- and follow up.
Responsibilities / Duties :
- Function as a subject matter expert within customer systems and how end users access software or resources.
- Troubleshoot issues within proprietary software.
- Accurately identify the root-cause through researching, testing and replicating issues.
- Triage inbound support related issues. Provide user-friendly explanations.
- Inbound sources for support are telephone, emails and chat.
- Manage Support Cases for all interactions using internal ticketing systems. (MUST HAVE SERVICENOW EXP)
- Clearly communicate updates and resolution in appropriate terms directly with customers in writing or via phone.
- Track 100% of customer interactions to keep accurate records of impact for the future growth of the team.
- Effectively prioritize and escalate tickets to Senior Client Support Specialists following defined paths of escalation.
- Collaborate with upper levels of support within the Software Support team, owning resolutions as necessary.
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
- Undertakes all work in accordance with agreed standards and using prescribed methods and tools in order to achieve well-engineered products.
- Has good communication and graphic design skills and an imaginative and structured approach to the organization of information.
- Pays close attention to detail.
- Has above average interpersonal skills and is able to work effectively in teams comprising different disciplines and with clients / users.
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