What are the responsibilities and job description for the Customer Support Technician position at Ingen Software, Inc.?
Description: The Customer Support Technician will be responsible for assisting and educating customers on the use of our software, troubleshooting technical issues, and testing new software releases.
Responsibilities:
- Provide phone, email, remote support and training to customers and record details
- Assist customers with installation and issue resolution
- Educate customers on our software’s best practices
- Troubleshoot and resolve customer/software issues
- Assist with database migrations, archives, rebuilds, and recovery
- Recommend maintenance and configuration best practices to improve product usability and performance
- Assist in testing of bug fixes and guide customers on new features
- Periodic on call phone (with overtime) and the opportunity to travel to train customers
- Perform other duties as assigned
Qualifications:
- (2) years of experience in a technical support or information technology position, OR Associate degree in Computer Science or related field preferred
- Multi-lingual is a plus
- Network, IT certifications or SQL database knowledge is a plus
Knowledge, Skills and Abilities: Requirements listed below represent the knowledge, skills, and abilities to perform the job satisfactorily, with or without reasonable accommodation.
- Language Skills– fluency in the English language to enable effective oral and written communication.
- Customer Service Skills– ability to work with customers and provide timely service that is helpful, and accurate. Ability to work with customers of limited technical expertise and glean important information without making the customer feel inadequate.
- Time Management–consciously control how time is spent to complete required tasks efficiently.
- Adaptable– willingness to learn and the ability to adjust quickly as the software evolves.
- Analytical– ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to differentiate issues related to the software versus the user’s machine. Ability to troubleshoot both common and unique problems to find a solution or potential solution.
- Quality Control Analysis– ability to evaluate performance of products, services, and processes.
Job Type: Full-time
Pay: $20.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Application Question(s):
- Describe any software support experiences you have.
Experience:
- Customer Service: 2 years (Preferred)
Ability to Commute:
- Cabot, AR 72023 (Required)
Work Location: In person
Salary : $20