Software Support Technician Jobs

Location Hybrid- West of Pittsburgh, PA

Job Type Contract to Hire

Work Authorization U.S. Citizen or Green Card.

The A.C. Coy Company is currently hiring for a Software Support Technician. Qualified candidates should possess a strong background in technology as well as stellar customer service skills, and will receive, record and reconcile customer/end user technical questions, regarding the use and implementation of computer products and technology solutions in a timely and professional manner. This position is a Level 2 support and addresses more complex, proprietary solutions.

• Provide data and reporting of key performance indicators (KPIs) and trends to management and other stakeholders.
• Organize and maintain file system, file correspondence and other records
• Ability to uphold the values – Professional, Proactive, Accountable, Empowered & Expeditious – of the company.
• Assist customers, engineers, and end users with questions on product installation, usage, and implementation
• Document all contacts, actions, and responses in customer database
• Maintain working knowledge of products and/or services
• Research and resolve customer complaints and/or billing issues
• Update the internal website with discovered tips and documentation that may not currently be noted
• Contribute to the continued improvement of the product line where applicable by investigating issues and creatively documenting and testing solutions
• Answer incoming customer and field engineer telephone calls in a courteous and professional manner
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Performs other duties as assigned.
• Respond to and investigates customer, engineer, and end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner

Minimum Requirements

• Proficiency in ERP, MS Excel, Outlook, Word and PowerPoint
• Acute attention to detail and the ability to see projects from inception to conclusion.
• Proficient on basic networking concepts
• 1-3 years’ experience delivering excellent customer service; technology or quick service restaurant environment preferred
• Ability to work independently and as a member of various teams and committees
• Excellent customer service skills; and prior experience using a Customer Ticketing system.
• Associates degree in business, MIS or IT preferred; HS diploma or equivalent the minimum required.