Responsibilities:

• Client Support: Provide first-level support to customers via a service management system, addressing software-related inquiries and issues in a timely and professional manner.
• Issue Resolution: Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions and escalating complex issues to senior support staff as needed.
• Documentation: Maintain detailed records of customer interactions, including issues reported, troubleshooting steps taken, and resolutions provided, in our ticketing system.
• Knowledge Base: Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and solutions.
• Training: Assist in the creation and delivery of training materials and sessions for end-users to enhance their understanding and effective use of our software products.
• Collaboration: Work closely with the development, QA, and product teams to identify, report, and resolve recurring issues and improve overall product quality.
• Customer Feedback: Gather and communicate customer feedback to relevant teams to influence product enhancements and ensure continuous improvement in service delivery.
• Other job duties as assigned: Work on other projects or tasks as assigned.

Qualifications:

• Technical Skills: Basic understanding of software applications and operating systems.
• Troubleshooting Skills: Experience troubleshooting issues and problems without guidance.
• Communication: Excellent verbal and written communication skills with the ability to convey technical information clearly and understandably.
• Customer Service: Strong customer service orientation with a patient and empathetic approach to handling customer issues.
• Problem-Solving: Analytical and problem-solving skills with a keen attention to detail.
• Team Player: Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Adaptability: Willingness to learn new technologies and adapt to changing environments and customer needs.

Preferred Qualifications:

• Prior experience in a software support or technical support role.
• Basic SQL Knowledge and Understanding
• Basic JSON API Experience
• Basis Postman Experience
• Experience with Jira Service Management
• Basic Java Application log review and analysis

Location
North Logan, Utah

Travel
0-5%

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