Associate Software Support Specialist

Description

The Associate Software Support Specialist handles issues which are easily resolved. As the incumbent gains knowledge the complexity of issues may increase towards a more moderate level of difficulty. The Associate Software Support Specialist obtains information from sources which are readily available to handle issues.

Responsibilities

• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Accurately record all details and progress in incident tracking system(s).
• Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
• Effectively utilize available resources.
• Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
• Work effectively both independently and in a team-oriented environment.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Maintain composure under pressure.
• Solve problems effectively in an ever-evolving environment.
• Proactively improve knowledge and develop analytical and technical skills.

Qualifications

• Effective analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Ability to travel preferred (estimated at 0-5% annually).
• Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
• Knowledgeable with Microsoft Office.
• Strong organizational skills.
• Bachelor's degree in related field or equivalent experience preferred.
• Excellent interpersonal skills.