Software Technical Support Specialist
3 weeks ago
We are a growing environmental software company successfully operating since 2000. We operate in the rapidly expanding environmental management industry and our customers () are some of the largest corporations in the world. Our work culture is laid back; and we avoid red tape as much as we can. This role is part of a small team where everyone gets some project ownership and participates in a wide variety of tasks supporting internal and external projects.
This is an entry-level position designed to give a highly motivated individual the opportunity to contribute to technical software support for our customers. We are looking for someone eager to master the skills of customer service by directly supporting ENFOS’s system administrators as an ENFOS subject matter expert. Each ticket is unique and requires critical thinking and problem solving. This is not a “follow-the-script” support role and requires developing long-term relationships and trust with our customers. This role reports to our Director of Technical Services and is Monday through Friday, 9am to 5pm central time.
This position will have the opportunity to learn new software skills, including project management, financial forecasting, purchase-to-pay, environmental sampling, analytical results, complex system configurations, customer service, BI, AI/ML , enterprise software implementation, and more.
This full-time position is hybrid and based in our Warrenville, Illinois office and includes a base salary ($48-55k), annual bonus potential, stock options, 401k, medical benefits, some work-from-home may be allowed, and generous paid time-off.
We’re looking for someone great – show us why that person is you.
What responsibilities you can expect:
1.Become a software solution expert on the ENFOS platform by mastering business concepts associated with project management, environmental data management, contract management, financial management, business process management, reporting, and regulatory compliance.
2.Be proficient in our internal support ticketing processes and procedures.
3.Act as the first responder to support requests from customer to resolve issues and escalate issues to upper-level ENFOS team members and engineering.
4.Develop both business and technical understanding of each support ticket through analysis, debugging, and collaboration with customers to obtain resolutions.
5.Write technical documentation of issues and their resolutions, bug reports, test cases, software enhancements, specifications, and guides.
6.Work directly with various teams (customer success, sales, marketing, QA, developers) to keep them updated and informed on customer tickets, workaround solutions, and final resolution of issues.
7.Perform daily software testing; quarterly regression testing; and QA/QC for bug fixes, new features, and releases.
8.Work within a team environment and participate in daily scrum meetings with other technical support staff, software engineers, and customer success team members.
9.Support our OData feed and learn Microsoft Power BI.
Requirements:
1. Preferred - B.S. or B.A. degree (business, accounting, finance, information systems, biology, chemistry, physics, or similar) OR relevant experience.
2. 0-3 years of job experience (this is an entry-level role).
3. Demonstrable evidence of teamwork and strong analytical problem-solving skills.
4. Extremely proficient computing skills and familiarity with web-based applications (Outlook, Word, Excel, SharePoint, Smartsheet, Lucid Chart, Freshdesk, Power BI, FileZilla, Postman, Jira, Redmine, and similar applications just to name a few).
5. Strong oral and written communication skills (Slack, Outlook, and screensharing platforms).
6. Proficiency in Microsoft Excel, including advanced functions such as VLOOKUP, INDEX-MATCH, and PivotTables; and familiarity with data cleaning techniques, such as removing duplicates, filtering, and sorting.
7.
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