glassdoor sales-marketing software support

Software Support


Direct Hire in Augusta, GA

Software Support Specialist

$20 - $25 an hour (based on exp)

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Summary
The Software Support Specialists responsibilities include providing support, diagnosing and troubleshooting all types of issues relating to company computer systems and software applications, Google Apps for Business, assist the IT Dept with troubleshooting phone systems, and other IT-related types of equipment such as credit card machines, scanners, copiers, printers, etc.
In this role, responsibilities also include assisting in enhancing the capabilities of our Point of Sales System (Counterpoint) and E-commerce Website (Magento) so that the business can run smoothly; assisting with assessing systems potential, recommending improvements to existing applications; and support of all types of installations, implementations, and upgrades.

Responsibilities also include creating and maintaining documentation; assisting end-users with software understanding, and being involved in developing and leading training classes to educate users on software applications.

PRIMARY RESPONSIBILITIES:
Software Support
Receive, evaluate, document, and resolve work-order requests from users who are experiencing technical issues with software products, assist users in troubleshooting problems, diagnose issues with software installation and application, identify sources of the problems, research to provide sound solutions, and implementing those solutions. Perform root cause analysis for each issue, escalating as necessary. Install, configure, test, and deploy new and existing applications. Coordinate efforts with other teams and teammates to resolve issues quickly.
Keep management updated on any issues related to the systems managed by this position.
Website Support
Supports Web-based products and services through email support, desktop support, and telephone support. Interacts with customers / team members and troubleshoots problems to provide a high level of customer satisfaction. This includes, but is not limited to, assisting in the registration process, customer verification, import/export of data from POS to Magento platform (and vice versa), testing the site in a rhythmic fashion and working with all parties associated with the functionality and look of the website.

Responsibilities also include minor website updates, page changes, posting of job openings, and other data changes as needed.
Assist with Software Needs Assessments, Implementation, and Management
Actively participate in business meetings and suggest changes in software support processes based on observations; assist with the testing of new software releases and report issues as needed, as well as provide support to internal and external users through phone and email communications. Assist in the research, testing, and needs assessments of new software and work closely with software engineers and development teams to identify and resolve potential issues in the configuration and implementation stages. Analyze all aspects of the software and make suggestions throughout the implementation phase to help avoid issues in the final product.
Create Technical Documents, Manuals, and provide user training
Document issues, processes, solutions, and work-flows for all existing, and new software applications; make written recommendations to improve technical support tools and processes and incorporate technical information for specialized programs. Produce diagnostic tools and reference materials and deliver technical instruction to other users within their organization. Maintaining accountability of IT assets by recording and tracking support tickets, producing detailed reports based on support activities.

REQUIRED EDUCATION, SKILLS, AND EXPERIENCE:
Education:
Associates Degree in Computer Science, Information Technology, or equivalent certification (preferred)
and 2-5yrs experience in computer operations, data-entry, PC and Point-of-Sale system software, and possess an aptitude for software application evaluation, implementation, and report writing. Experience in a similar capacity and industry certifications are preferred. Website platform and design knowledge are a plus.

Additional Skills and Experience:
Strong experience with Windows OS (all versions), proficiency with MS Office suites, proficiency with Google Apps for Business, and the ability to support all.
Must demonstrate strong analytical, research, and troubleshooting and problem-solving skills.
Ability to install, configure, test, and deploy all types of software, and interface with vendor support.
Strong organizational and multi-tasking skills with the ability to adapt to changes quickly. Good verbal and written communication skills, such as active listening, client-care, ability to communicate effectively and appropriately in emails and service tickets.
Data-entry and keyboarding skills to ensure quick and accurate entry of service request details and documentation.
Ability to manage and complete assigned projects in an accurate and timely manner.
Self-motivated with the ability to work independently in a fast-moving environment, with general supervision, and within a Team.
Physical Aspects of the Position:
Must be able to travel by privately owned vehicle to remote sites
Must have the stamina to work until the job is done
Must be able to lift and maneuver 50lbs with or without reasonable accommodation
Must be able to bend, stoop, kneel, and crawl under desks to make repairs
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