Software Support Specialist II

Essential Duties & Responsibilities

• Provides high-attention-to-detail support to partners
• Researches, analyzes, and documents findings for issue resolution
• Influences team decisions through facts, policies, and practices
• Supports partners via email, phone, chat, cases, and remote sessions
• Maintains a knowledge base of products and services for high-quality support
• Evaluates business data to identify opportunities for partners to optimize strategies
• Guides and reviews queue for junior team members
• Identifies and escalates trending issues and software defects to leadership
• Acts as an escalation point for complex issues
• Contributes to internal and external knowledge base articles
• Documents interactions, troubleshooting, and results in a clear and concise manner
• Manages a queue of support cases
• Applies best practices per technical documentation
• Communicates new release features and improvements to partners

Knowledge, Skills, and Abilities Required

• Ability to work independently with general supervision
• Practical knowledge of applicable work area
• Situational adaptability to new technology/processes
• Strong customer service skills
• Strong desire to help partners and peers
• Excellent written and verbal communication skills
• Strong interpersonal skills and cross-functional teamwork
• Organized with strong attention to detail
• Preferred: Basic understanding of IT, Professional Services, CRM, and ERP markets

Working Conditions

• Onsite/Hybrid/Remote depending on location
• 0-10% travel may be required