Software Support Specialist I

Primary Accountabilities

• Provide direct customer support with professional interaction by responding to incoming requests for service, prioritizing urgency of calls, researching issues, and responding back to client in a timely manner.

• Assess and identify client software needs.

• Assist in testing of new and existing software.

• Plan and conduct training of end users.

• Assist with software installations.

• Perform accurate and appropriate system configuration for conversion of client data.

• Ensure that the Change Control Process is being followed for implementation of changes and upgrades on client test and production environments.

• Ability to travel 25% by car and/or plane, may include weekend travel. Ability to travel internationally is required for some positions. Current valid drivers license required.

• It is expected that the incumbent shall perform other duties as assigned within his/her capabilities as determined by management, and based on the needs of the business.

Experience:

• One or more years experience in customer service; customer service in technical support or telecommunications preferred.
• Strong computer skills required, including ability to effectively utilize Microsoft Office (Word, Excel, and Outlook) and Microsoft CRM
• Strong understanding of accounting principles and one or more years of accounting work experience preferred for some positions
• Experience with SQL, Excel, Crystal Reports, and other computer database/reporting tools
• Ability to analyze problems, identify workable solutions, and select appropriate course of action
• Strong written and verbal communication skills including ability to train in a group setting