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Software Support Specialist

2 months ago

Chanhassen, Minnesota, United States Insulation Distributors Inc Full time
Job Summary

The Applications Support Analyst will play a crucial role in assisting business teams and users by providing expert support for IDI's software solutions. This role involves driving engagement, usage, and product direction, as well as creating and justifying enhancements and business requirements.

Key Responsibilities
  • Become a Subject Matter Expert (SME) in all aspects of the software solutions
  • Assist with training internal and external users
  • Provide proactive follow-up with customers to drive engagement, usage, growth, adoption, and retention
  • Act as an advocate for customers, identifying potential features or enhancements
  • Support and coordinate product adoption activities, working closely with Sales, IT, and Management to meet goals
  • Understand product competition and consolidate customer feedback to identify trends and new features
  • Monitor product delivery, usage, and service satisfaction
  • Assist with developing and maintaining marketing and training materials
  • Additional Activities: Security and access controls, Defect resolution, Technical user support, Oversee testing and delivery of new features
Leadership Competencies
  • Leads Self
  • Communicates Effectively & Candidly
  • Drives for Results
  • Demonstrates Accountability
  • Takes Initiative
  • Collaborates
Requirements
  • Proficient with various office equipment and programs including MS Office Suite (Outlook, Word, Excel, etc.)
  • Demonstrates customer-centric behavior with a high degree of passion, enthusiasm, and customer satisfaction
  • Drives to the "root cause" of an issue or customer request
  • Ensures changes are well thought out and do not drive a negative result in other areas
  • Anticipates and accepts changing roles, directions, and work processes
  • Identifies alternative approaches and solutions and gains support and acceptance of all parties
  • Builds relationships across all levels of the organization and with customers
  • High School diploma or equivalent
  • Experience supporting internal and external customers with a web-based application preferred