Software Support Specialist Jobs

The Software Support Specialist is responsible for ensuring customers can successfully use their ZEISS provided software to achieve their scientific goals.  In this role they will provide remote technical support to customers, troubleshoot, and resolve software related issues while ensuring excellent customer service.  Speed of resolution is critical to customer success so the Software Support Specialist is required to work with a sense of urgency to resolve customer questions and issues and escalate quickly when they cannot.   The role requires collaboration and working effectively within a team is important.  A deep knowledge of software customization (including MATLAB and Python), PC hardware/networking and imaged analysis are essential skills for the position.
Key Metrics of the Position (As set annually):

• Response time
• Renewal rates with software solutions
• Time to resolution
• Net Promotor Score and

Responsibilities:

• Provide feedback to the Sales team on potential new sales or upgrade opportunities which may be discovered during customer interactions.
• When required and approved by manager, assist with software product training for internal ZEISS colleagues. 
• Travel mostly in the USA and Canada may be needed up to about 10% of your time
• Provide second level product and applications support to customers, field representatives, both sales and service.
• Provide software support for customers remotely via remote connection, phone, email, or chat to identify specific software issues through thorough troubleshooting and analysis.
• Responsible for the speedy resolution of identified customer software issues either directly or, when required through pre-defined escalation process.
• Perform additional functions as required by the business needs and requested by management.
• Communicate openly and often with customers and internal stakeholders on the status of open issues and accurately document all customer interactions and resolutions.
• Promote the value of Software Maintenance Agreements and Subscriptions to customers and
• Track bugs and provide feedback to development team on bugs and potential software enhancements to improve the customer experience.
• May be required to participate in company events such as product launches, conferences, workshops, in-house technical service trainings (as trainer or trainee).

Requirements:

• IT and computer hardware/software expertise are required
• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or related field
• Proven track record of negotiating complex Service Support plans with Customers that may include bundling of other services or products and multi-system and or multi-site discount schedules.
• Able to work remotely in an effective and efficient manner meeting objectives and deliverable commitment dates.
• Proven ability to work successfully as an individual contributor or as part of a team including in a team leadership role.
• Able and willing to travel as necessary internationally and domestically (~10%).
• Excellent communication skills, able to converse readily in English, both verbally and in writing.  German language skills considered a plus.
• Strong attention to detail and organizational skills
• Is skilled in performing all duties and functions of those supervised.
• Comfortable in dealing directly with customers, representatives, and distributors, as well as with senior levels of management within the organization. 
• Python and/or Matlab programming skills are a key enabler
• Strong analytical skills

The annual pay range for this position is $79,564 - $99,455
The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent. 
This position is also eligible for a performance bonus or sales commissions.  ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.
Your ZEISS Recruiting Team:
Lindsay Walker