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Customer Support Specialist

2 months ago

New York, New York, United States Aspire Software Full time
About the Role

We are seeking an experienced Customer Support Specialist to join our team at Aspire Software. As a key member of our customer service team, you will be responsible for providing top-notch support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities
  • Troubleshoot support issues of our proprietary case management system
  • Utilize internal and external tools to achieve a positive outcome for our customers
  • Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products, to meet federal reporting or accessibility requirements
  • Demonstrate the ability to adapt to an ever-changing software development life cycle, including modern technologies and requirements
  • Maintain quality case documentation, including formatting standards and styles
  • Maintain case movement expectations
  • Understand specifications and basic code-reading skills
  • Communicate clearly for assigned duties, both written and spoken
  • Identify and communicate potential issues proactively
  • Participate in daily scrums
  • Participate in weekly support triages
  • Participate in support training activities
Requirements
  • High school diploma or GED required
  • 1+ years of recent customer support experience in a software setting is required
  • 1+ years' experience in Technical support and strong troubleshooting skills
  • Previous experience supporting proprietary database software is highly desirable
  • Skilled in relational database management systems (RDBMS)
  • Skilled in Microsoft Internet Information Server (IIS)
  • Skilled programming skills or Visual Studio experience
  • Ability to collaborate with customers on issues and inquiries with minimal supervision
  • Ability to work cases within contractual service level agreements
  • Proficient in Microsoft Office, Word, Excel, PowerPoint, and Teams
  • Ability to provide timely updates on assigned work to relevant stakeholders
  • Skilled in the software development life cycle (SDLC)
  • Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN
  • Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures
  • Skilled in analytics using Power BI or Tableau
  • Fluent in English, both written and verbal, is essential
  • Legally authorized to work in the US
What We Offer

As a valued member of our team, you will enjoy a comprehensive benefits package, including medical, dental, vision, and AD&D insurance, a 401k plan, 11 paid holidays, and an unlimited paid time off (PTO) policy. You will also have the opportunity to work with a talented team of professionals and contribute to the success of Aspire Software.