What are the responsibilities and job description for the Software Technical Support Specialist position at Human Resources Research Organization?
Job Description
Job Description
Software Technical Support Specialist
HumRRO is a nationally recognized, non-profit applied research and consulting organization, established in 1951 and headquartered in Alexandria, VA with offices in Louisville, KY; Minneapolis, MN; San Diego and Monterey, CA. We provide our clients with customized solutions for complex business, HR, educational, and organizational challenges. Our areas of expertise include personnel selection and classification, education research and evaluation, human capital management, measurement and analytics, talent development, leadership development and evaluation, employment research, policy analysis, modeling and simulation, survey research, and professional credentialing.
We are currently looking for a Software Technical Support Specialist to answer incoming customer inquiries, solve customer issues and escalate difficult cases to tier two teams or management when necessary. This individual will be responsible for walking customers through the process of achieving their goal with the software, whether the problem relates to a user error, a bug or something else entirely. The Software Technical Support Specialist will also be responsible for communicating with our design and programming staff about suspected software problems.
Qualified candidates must have :
- Bachelor's degree in Computer Science or related field, or equivalent technical training, education, certifications, or work experience.
- 2 years of experience answering software support calls.
- US citizenship is required for this position based on government contract requirements.
- Ability to demonstrate a commitment to customer satisfaction and maintain high levels of call quality and professionalism.
- Excellent and clear communication skills via both email and telephone.
- Calm and professional telephone manners and able to defuse displeased customers.
- Ability to be trained to completely understand testing software applications.
- Knowledge of relational database architecture.
- Extensive understanding of the web-based, client server architecture.
- Good troubleshooting skills.
- Ability to be on-call 24 / 7, as necessary.
Qualifications preferred, but not required :
This position is full-time remote.
The typical salary for this role is $56,103 - $69,341. Specific salary offers are based on candidate qualifications and experience.
At HumRRO, our generous benefits and highly competitive workplace policies reflect how much we value our employees - now and in the future.
We offer :
All qualified applications will receive consideration without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, veteran status, medical condition, or disability. EEO / AA Employer / Vet / Disabled.
Named one of "50 Great Places to Work" by Washingtonian magazine, 2019, and one of the "Top Workplaces" by The Washington Post for 2020 and 2021.
Salary : $56,103 - $69,341
