Software Support Specialist

2 weeks ago

Austell, United States Operative IQ Full time

Software Customer Service Specialist


Seeking a motivated individual for a frontline Tier 1 position providing excellent product and technical support to all customers. EMS Technology Solutions is a leading provider of cutting-edge technology solutions. We pride ourselves on innovation and delivering customized solutions to meet the unique needs of our diverse clientele.


The Right Fit for the Role:

Candidates should have excellent skills in communication, critical thinking, and the ability to help others understand the Operative IQ system. Candidates with proven experience troubleshooting technical issues and solving problems will do well in this role. This individual should be able to think of alternative solutions and ways to resolve issues, be able to quickly learn our proprietary software, and be very comfortable navigating web-based software. This individual will need to know how to hold a consultative conversation as there is no script to follow and calls can last from 5 minutes to an hour plus. This is NOT a call center position, and THIS IS NOT A REMOTE OR HYBRID POSITION.


Job Description:

As a Customer Service Specialist, you will play a crucial role in representing our company as a subject matter expert. We are looking for individuals passionate about helping customers and who have a genuine interest in driving improvements for customer satisfaction.

Serving as the main point of contact for our clients, including basic and complex questions, some general training, reporting and business process recommendations as needed. Another key component is the ability to drive business reporting analytics to provide customer education, including designing new ports and dashboards for customers usable across the entire client base.


Primary Responsibilities

  • Respond to customer inquiries in a timely manner regarding the Operative IQ software program through either telephone, web meeting or email
  • Identify and escalate issues to Tier 2 Support after exhausting efforts to resolve a given case
  • Assist Clients in the creation and analysis of management reports
  • Submit Feature Requests as needed
  • Record all customer interactions within internal CRM
  • Provide basic site training to customers on an as need basis
  • Other duties and special projects may be assigned


Qualifications:

  • Experience supporting software business applications
  • Ability to see a task/project through from beginning to end
  • Excellent follow-up skills
  • Good interpersonal skills and outgoing personality
  • Truly enjoy working with customers, resolving issues and developing relationships with customers by conducting consultative type client calls
  • Ability to speak and write clearly and accurately for customer responses and for building help documentation and videos
  • Analytical skills necessary to assist in report building
  • Attention to detail and accuracy
  • Effective listening skills
  • 2+ years related experience and/or training
  • Bachelor’s degree preferred
  • Experience in Emergency Management a plus
  • Microsoft Suite experience preferred
  • SaaS, Salesforce, Camtasia experience a plus


Benefits:

  • Health Care, Dental and Vision Benefits
  • 401K with Company Match and Profit-Sharing Potential
  • Employer Paid Life Insurance
  • Competitive Salary
  • 3 Weeks Paid Vacation
  • Standard Office Hours 8:30AM to 5:00PM
  • Office environment (not a remote/hybrid position), our offices are in Austell, GA


Company Overview

Founded in 2007, EMS Technology Solutions is a growing privately held company with a Software as a Service product called Operative IQ. Operative IQ is the leading provider of inventory management, asset management, fleet maintenance, narcotics tracking and RFID solutions for the First Responder industry.

Operative IQ has experienced steady growth over the years allowing us to build an exciting product and amazing relationships with our clients. We continually invest in the company’s products and services, employees, and clients by seeking talented individuals that are passionate about the future.

Culture is very important at Operative IQ so, the ideal candidate will be brought into a welcoming, family-friendly company with a desire for healthy work-life balance. Our work environment is casual, our office amenities are great, and travel for tradeshows, customer visits and events are fun. We work hard, enjoy what we do and who we serve, and you will get to make a tremendous impact as a member of the Sales Team.

Our offices are in Austell, GA to accommodate employees commuting from Marietta, GA, Kennesaw, GA, Smyrna, GA, Powder Springs, GA, Woodstock, GA, Dallas, GA and Atlanta, GA.

EMS Technology Solutions is an equal opportunity employer and does not discriminate based on race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. References and a background check may be requested as a term of employment.

Job Type: Full-time



Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Schedule:

  • Monday to Friday - 8:30AM-5:30AM

Experience:

  • Technical support: 1 year (Required)
  • Windows: 1 year (Required)
  • Work Location: In person

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