Technical Support Specialist

3 weeks ago


Pembroke Pines, Florida, United States Aquila Software Group Full time

Job Title: Technical Support Representative

About the Role:

We are seeking a skilled Technical Support Representative to join our team at Aquila Software Group. As a Technical Support Representative, you will be responsible for providing top-notch support to our clients, ensuring their Freedom product is running smoothly and efficiently.

Responsibilities:

  • Provide support for our Freedom SIS product by identifying problems, researching answers, and guiding our clients through corrective steps towards resolving the issue.
  • Take incoming client support requests (through phone and our help desk application).
  • Provide hands-on support to troubleshoot errors via remote connection to the client's machine.
  • Train clients in the operation of the Freedom SIS product.
  • Respond to all service requests within a timely manner, follow up and clearly document all cases in our support portal.
  • Demonstrate excellent customer service skills by being empathetic and actively listening to customer pain points.
  • Improve software functionality by identifying and escalating any problems found in the software to our Tier 3 support team.
  • Participate in weekly team meetings, daily stand ups and provide input on improving processes and be actively involved in fostering team growth and productivity.

Requirements:

  • Good organizational and time-management skills.
  • Strong Problem solving skills and independent decision making skills.
  • Ability to communicate technical information to nontechnical audiences.
  • Proficient in Windows 7 or above.
  • Network + and/or A+ Certification preferred.

About Aquila Software Group:

We believe in a positive corporate culture stressing excellence, innovation, work-life balance and personal and professional development. We promote equal employment opportunities for all and welcome applications from people with disabilities and accommodations are available on request.



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