What are the responsibilities and job description for the Software Support Specialist - Tier 1 position at Antera Software USA, Inc.?
Antera Software USA, Inc. is a SaaS business management and e-Commerce provider for the Promotional Products and Printing industries. Established in 2006, we are growing steadily with a constant focus on updating and improving our solutions with the latest technology. At Antera we pride ourselves on the development of strong, long term, client relationships. The success of the relationships starts with each of the amazing members of our team.
About the role
The Software Support Team is the backbone of our organization. They provide support to our clients when they encounter any system issues and play an integral role in our ability to deliver exceptional Customer Solutions and Service. Based in Plano, TX, this role offers a great career development opportunity for someone who would like to expand in Software Support or move internally within other departments of a SaaS organization.
Essential Duties and Responsibilities
- Provide a stellar experience for all customers via phone and support tickets.
- Keeping customers up to date on the current status of Support requests.
- Communicate effectively, providing empathy for the customer to build and maintain positive relationships.
- Triage support tickets to ensure they are assigned into the proper designations and addressed in accordance with SLAs.
- Ability to probe and identify the root cause for customers concern/requests and guide them through steps for resolution.
- Foster and facilitate strong working relationships with clients and internal departments.
Requirements
- High school diploma or GED.
- Three years experience working with MS Office; Particularly Excel.
- Must be able to complete complex tickets with minimal supervision.
- Customer service experience.
- Possess excellent communication and analytical skills.
- Strong analytical and effective problem-solving skills.
How to stand out
- Knowledge using a support ticket system or Jira.
- Experience in the Print or Promotional Products industry.
- Prior experience working for a SaaS organization.
- Experience supporting/training C-Suite clients.
Job Type: Full-time
Pay: $37,500.00 - $42,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Job Type: Full-time
Pay: $37,500.00 - $42,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Salary : $37,500 - $42,500
