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Customer Support Engineer

2 months ago

Little Ferry, New Jersey, United States Storable Full time
Position Overview:
Storable is in search of a dedicated Software Assistance Specialist to become a vital member of our enthusiastic Support team that is passionate about self-storage solutions.

As a Software Assistance Specialist, your primary responsibility will be to provide a friendly, personalized, and effective support experience for our valued clients across our diverse range of products.

You will play a crucial role in addressing any knowledge gaps that may arise. By employing creativity, empathy, and analytical skills, you will assess, investigate, and resolve intricate issues faced by clients.

While many challenges can be addressed using our existing resources, you may also need to troubleshoot new issues that have not yet been documented.


Work Schedule:

Primary Days:
Saturday - Wednesday (Thursday/Friday off)

Working Hours:
9 PM - 6 PM EST

Remote Work:
Fully Remote

Key Responsibilities:

Incident Management:
- Log incidents received via web, chat, email, and phone into the CRM system.
- Categorize incidents based on severity and urgency.
- Utilize the Knowledge Base, manuals, or other reference materials to resolve incidents or determine when to escalate to a higher-level team.
- Investigate and resolve incidents in accordance with knowledge-based articles.
- Contribute to and update our Knowledge Base and Community resources.
- Adhere to standard processes and procedures.
- Take ownership of requests, providing regular updates to support teams and/or customers regarding the status of each request, while managing the aging of assigned requests.
- Ensure that service level standards are met as defined by the Technical Support management team.
- Manage interruptions effectively and transition between tasks smoothly while meeting deadlines.

Incident Escalation:
- Collaborate with Senior or Principal Support Engineers on complex cases when necessary.
- Replicate and document reported bugs in the bug tracking system.
- Escalate cases to Escalation or R&D Engineers as required.
- Maintain an intermediate understanding of the organization's products, staying updated with system information, changes, and updates, while escalating more complex inquiries.
- Work with knowledgeable resources to ensure that any case requiring escalation has the appropriate documentation and detail for a seamless transition without inconvenience to the customer.

Customer Care:
- Participate in virtual training sessions.
- Complete certifications for company products.
- Undertake training for complementary third-party products as needed.
- Use discretion when handling critical client calls and escalate calls to management when necessary.
- Prioritize customer satisfaction in all duties performed.
- Assist in training new Technical Support team members.
- Contribute new content to the Support Knowledge Base.

Qualifications:
- Bachelor's degree in Business Applications, Computer Science, or a related field is preferred.
- Computer/IT Certification is a plus (or equivalent years of work experience).
- Minimum of 2 years of product support experience, ideally in a support analyst or technical support role.
- Exceptional interpersonal communication skills, both verbal and written, with the ability to remain calm and professional in all situations.
- Strong phone skills, including active listening and effective questioning techniques to resolve issues.
- Solid understanding of customer service principles and practices, with prior customer service experience.
- Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, and executing step-by-step troubleshooting procedures.
- Comprehensive knowledge of relevant software applications and equipment.
- A positive, professional, solution-oriented, and team-oriented attitude.
- Demonstrated ability to manage interruptions effectively and transition between tasks while meeting deadlines.
- Capability to follow departmental processes and procedures.
- Experience using CRM systems.

Preferred Skills:
- Intermediate knowledge of desktop operating systems (PC and Server), including understanding environment variables and troubleshooting batch files.
- Intermediate knowledge of network communication, security, administration, and wireless networking.
- Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments.
- Familiarity with IIS and web services.
- Experience supporting mobile applications.
- Proficiency in supporting multiple versions of Windows and major web browsers such as Internet Explorer, Chrome, Firefox, or Safari.

Compensation Transparency:
At Storable, we are committed to transparency in compensation to ensure equity and fairness for our employees.

We believe in open communication regarding salary ranges and variable incentives during the interview process.

The position pay range is $44,000 — $58,000 USD. All applicants must be authorized to work in the United States on a full-time basis.


About Storable:

At Storable, we believe that storage operators should have a reliable partner to help them achieve their business goals. Our fully integrated platform offers facility management software, marketing programs, payment solutions, and tenant insurance capabilities, all in one place.

With over 25 years of industry expertise, we are dedicated to helping our customers enhance their tenant experience and operational efficiency.


Benefits:

We offer comprehensive health coverage, a 401(k) match, flexible vacation policies, and various employee recognition programs. Our commitment to a supportive work environment includes remote engagement activities, mental health resources, and generous parental leave policies.

Storable is devoted to fostering a diverse and inclusive workplace, welcoming applicants from all backgrounds.