Software Technical Support
The Role
Software Support Technician – Tier 1
We are a company that has BIG plans this year! We are looking for the right person to join our company and continue our excellent initiatives this year.
The Software Support Technician is responsible for providing Tier 1 support for existing customers using our software. This includes triaging of incoming requests, providing great communication and customer service, assisting with basic training questions, and troubleshooting Tier 1 technical issues. The Support Technician will work closely with Tier 2 Support, Information Technology, and Professional Services Teams to escalate and resolve customer issues in a timely manner.
As the Software Support Technician, you will:
- Monitor and Manage Ticket Queue – Monitor incoming tickets from email, phone, and website submissions to triage and assign as necessary. Manage your personal queue of tickets, focusing on providing excellent customer service and communication.
- Technical Support – Interact with customers via phone and email to provide technical support services. Prioritize service based on urgency.
- Troubleshooting – Work with customers to remotely troubleshoot issues. Capture steps taken to recreate the issue, review logs, and escalate to Tier 2 support when needed.
- Documentation – Document user-facing how-tos, FAQs, and other self-service materials for customers.
- Customer Follow-up – Communicate with customers to provide updates on support tickets. Be a strong customer service agent through speedy first responses and proactive follow-up communication.
- Training – Stay up-to-date on industry standards and trends, the latest software releases and product roadmap, and assist as needed with internal training.
Qualifications and Skillsets
- Roll up your sleeves, entrepreneurial, get-it-done attitude
- 1-year experience in customer support or customer service
- Ability to rapidly learn new software applications and functionality
- Strong interpersonal skills and problem management skills
- Strong written and verbal communication skills, including the ability to translate business needs to technical delivery, and vice versa
- Strong customer relationship building skills
- Strong time management skills
- Strong working knowledge of Microsoft Office suite, including Microsoft Outlook, Word, Excel, and PowerPoint
- Working knowledge of customer relationship management (CRM), salesforce automation (SFA), or contact management applications preferred
- Working knowledge of Microsoft Windows and Microsoft Windows Server operating systems preferred
- Working knowledge of Microsoft SQL Server preferred
- Working knowledge of Microsoft Internet Information Services (IIS) preferred
- Associates degree in business, technical, or other related field, or equivalent work experience
Things to Know
- Work with smart, driven people at a forward-thinking organization
- Unlimited PTO and generous holidays
- Flexible work location and schedule
- Competitive compensation + full benefits package
- Pay Range $45,000-$50,000
About White Cup
White Cup offers a revenue intelligence platform with CRM, BI and Pricing products that are purpose-built for distributorships and office technology dealerships. With decades of industry experience, White Cup is trusted by more than 1,000 customers globally. Our diverse team of industry experts is committed to building and delivering value to our markets.
We are a small and culturally-strong, employee-centric organization that is focused on driving our customer’s success. Every person has a real ability to influence where we go. As a remote-first company, we are intentional about creating an environment that is supportive, collaborative, and fun so you can do the best work of your career — come build with us!
White Cup is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. At White Cup, diversity is about all of us. We believe that recognizing, appreciating, and applying the unique insights, perspectives, and backgrounds of each person cultivates an atmosphere of trust and respect.