Customer Support Representative
3 weeks ago
Job Summary
We are seeking a skilled Customer Support Specialist to join our team at Northwoods. This role is responsible for providing excellent customer service, troubleshooting technical issues, and collaborating with our development team to resolve complex problems.
About Northwoods
At Northwoods, we create software solutions that improve the quality of life for case managers and social workers in the Health and Human Services field. Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance, and adult & aging agencies.
Key Responsibilities:
- Technical Support: Provide initial customer support for technical inquiries received via email, phone, or chat, assess the nature of the problems, troubleshoot, advise, and/or resolve basic end-user support issues via email, phone, or chat.
- Problem-Solving: Investigate user issues and identify their source, determine possible solutions, test, and implement solutions.
- Collaboration: Work with the development team to communicate issues and request changes or enhancements to software.
- Case Management: Perform timely follow-up and case updates on all cases, manage support communications via email, phone, and chat, and independently write, review, edit, and approve knowledge articles.
Required Skills and Qualifications:
- Education: Bachelor's degree, relevant customer service experience, or comparable work experience.
- Experience: Minimum 1.5+ years of experience in a support center or equivalent technical team, preferably with experience using Hyland Software's OnBase software.
- Skills: Proficiency in troubleshooting Windows, web, mobile apps, networking, and databases, strong written and verbal communication skills, ability to explain technical concepts clearly to non-technical stakeholders, problem-solving skills, and autonomy and teamwork.
Benefits:
- Compensation: $60,000 - $80,000 per year, based on experience.
- Medical, Dental, and Vision Insurance: With an H.S.A. option.
- Short- and Long-Term Disability: Company-provided insurance.
- 401(k) Plan: With a 3.5% company match and immediate vesting.
- Free Financial Education and Consultation: Available to employees.
- Wellness Program: Helps reduce premiums.
- EAP Program: Includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more.
- Paid Parental Leave: And volunteer time off.
- Generous PTO Policy: And 10 company-paid holidays.
About You
We are dedicated to building a diverse, inclusive, and authentic workplace. If you're passionate about delivering exceptional customer service, resolving technical issues, and working collaboratively as part of a dynamic team, we encourage you to apply for this exciting opportunity. We welcome applicants from diverse backgrounds and perspectives.
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