Software Support Jobs

Provide data and reporting of key performance indicators (KPIs) and trends to management and other stakeholders.

Excellent customer service skills; and prior experience using a Customer Ticketing system.

Maintain working knowledge of products and/or services

1-3 years’ experience delivering excellent customer service; technology or quick service restaurant environment preferred

Answer incoming customer and field engineer telephone calls in a courteous and professional manner

Assist customers, engineers, and end users with questions on product installation, usage, and implementation

Actively participate in knowledge-sharing activities, such as training and documentation, to ensure continuous improvement of the support team’s capabilities.

Strong SQL skills with experience in SQL scripting, stored procedures, and data analysis.

Respond to and resolve customer inquiries and concerns through phone, email, chat, or remote desktop support.

Identify opportunities for process improvement and recommend solutions to enhance the customer support experience.

3+ years of experience in software support, preferably in a retail environment.

Strong problem-solving and analytical skills with a keen attention to detail.

Proactively improve knowledge and develop analytical and technical skills.

Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.

Bachelor's degree in related field or equivalent experience preferred.

Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.

Excellent written and verbal communication skills.

Communicate professionally, clearly, and appropriately with clients and coworkers.

Successful experience in software support and business management.

Proficient in: Microsoft Office Products (Excel, PowerPoint, Word, Access), Google products, MS SQL Server Management Studio, iOS and Android App testing.

2+ years of work experience in a software support or training environment.

High school diploma or equivalent, AA, certification or bachelor’s degree preferred.

Full range of health benefits including medical, dental & vision, short & long-term disability

Educational assistance up to $7,000 per year

Perform additional functions as required by the business needs and requested by management.

Comfortable in dealing directly with customers, representatives, and distributors, as well as with senior levels of management within the organization. 

Track bugs and provide feedback to development team on bugs and potential software enhancements to improve the customer experience.

When required and approved by manager, assist with software product training for internal ZEISS colleagues. 

Python and/or Matlab programming skills are a key enabler

Is skilled in performing all duties and functions of those supervised.

Lead and manage special digital projects (business/team tools, communication tools, dashboards)

Ensure compliance with Manage the Job Cycle (MtJC) process.

Bachelor’s degree preferred or 5 plus years’ experience working in drilling services or software development.

5 years’ experience in Drilling and Completion Fluids operational experience (field or office) (Preferred)

Field or office experience pertaining to Oil and Gas operations (non-DCF) either service related, operator, or O&C customer.

Ability to manage multiple projects and lead solo projects as well as be a contributor to team projects.

Uses Tyler’s client management system to create, track, and/or update details on the specific of client issue(s).

Commits to expanding technological skills and knowledge of the Tyler products.

Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.

Contributes to company knowledge library and/or Tyler Community.

Bachelor's degree in related field or equivalent experience.

Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.

Continuous Improvement: Contribute to the improvement of support processes, tools, and strategies to enhance the overall customer support experience.

Cooperation - Offers assistance and support to co-workers; solicits and applies customer feedback (internal and external).

Use of Technology/Applicable Software - experience with JIRA or similar.

Bachelor's Degree in an Information Technology related field (or equivalent work experience).

Software Updates and Upgrades: Collaborate with customers to plan and execute software updates and upgrades, ensuring minimal disruption and successful implementation.

Customer Feedback: Actively gather feedback from customers regarding software usability, functionality, and overall satisfaction. Advocate for customer needs within the organization.

Continuous Improvement: Contribute to the improvement of support processes, tools, and strategies to enhance the overall customer support experience.

Cooperation - Offers assistance and support to co-workers; solicits and applies customer feedback (internal and external).

Use of Technology/Applicable Software - experience with JIRA or similar.

Bachelor's Degree in an Information Technology related field (or equivalent work experience).

Location: Houston, TX or Shaker Heights, OH or Remote opportunities within United States.

Software Updates and Upgrades: Collaborate with customers to plan and execute software updates and upgrades, ensuring minimal disruption and successful implementation.

Provide technical support for new and experienced Runway users via email and chat

Experience with providing high-touch customer support over email, phone, and/or chat

We use Zendesk at Runway, so prior experience is a nice to have but not required

Handle inquiries and feedback provided by members of our Runway community through our public Discord server

Investigate and escalate any problems around the product or payment transactions to the appropriate team member

Effectively follow up and close Zendesk tickets with proper notes

Manage the help content and support ticketing system

Maintain current, relevant knowledge of Azalea's software products and services

Prior experience in Healthcare or Healthcare IT preferred

Excellent verbal and written communication skills

Excellent computer skills with strong proficiency in web-based and SaaS applications

Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, and life insurance

You will assist, as needed, with knowledge management including Education Sessions, QA, surveys, knowledge base article submission, and documentation.

You have a Bachelor’s Degree or Associates Degree in IT, Computer Science, Management Information Systems, Business Administration (or equivalent experience).

You provide critical thinking and requirement gathering skills, and proven problem-solving skills.

You will collaborate with Paradigm department managers, Sales and Services teams to re-calibrate priorities across all customers.

You have a minimum of 1+ years of experience working within the software industry or within a manufacturing / distribution business.

You have strong organizational skills; you are attentive to detail and have excellent follow-through.

Competitive Base Salary, Bonuses, and Excellent Benefits

7+ Years of Software Support Experience (Enterprise-Level Preferred)

2+ Years of Leadership Experience of Support Teams

SaaS Software Experience (Cloud: Azure, AWS, GCP, etc.)

Database Experience: SQL or Oracle (preferred)

Administrator-Level Experience with Ticketing Systems (Zendesk preferred)

Knowledge of Transact SQL programming language/SQL Enterprise Manager or ISQL/Informix as related to assigned application.

Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.

Document issues and solutions in a complete, concise manner for use in internal/external knowledge base.

Continually increase product knowledge by reviewing documentation; knowledge base entries and hands-on experimentation in areas of responsibility.

Complete other duties as assigned by respective Manager of Support.

Working knowledge of appropriate operating systems.

Providing basic technical support from a remote location either by telephone or email.

You will have experience working on a GDS - Sabre, Amadeus, Travelport etc.

Experience in using Jira is highly desirable.

Create a Connected, Frictionless Travel Experience

Managing client issues via our issue tracking systems, email, and telephone, you will play a key role in Serko

Helping solve client problems by creating solutions to product/application client problems and queries.

Providing basic technical support from a remote location either by telephone or email.

You will have experience working on a GDS - Sabre, Amadeus, Travelport etc.

Experience in using Jira is highly desirable.

Create a Connected, Frictionless Travel Experience

Managing client issues via our issue tracking systems, email, and telephone, you will play a key role in Serko

Helping solve client problems by creating solutions to product/application client problems and queries.

Good time management and prioritization skills;

Experience troubleshooting in a technical support environment;

Basic computing and networking knowledge;

Excellent customer service skills and interpersonal skills;

Experience in a Windows environment;

Technical Skills that will help:

Collaborate with Product Managers, Experience Designers, Engineers and Cross Functional Partners to design and deliver high-quality products and platforms.

5-9+ years of industry experience with a BS/Masters or 2+ years with a PhD

Experience working with high-scale web or mobile applications

General knowledge of Artificial Intelligence and Machine Learning

Build efficient, reusable front and backend components and architect reliable, performant, and scalable systems.

Follow data-driven approaches to conduct experiments and iterate on features.

Must have advanced knowledge of the AppFolio Property Management Software platform.

Properly manage and document all work performed. Keep documentation of standard processes up to date.

Previous Multi-Family housing or Commercial Real Estate experience

Must have strong active listening skills.

Exceptional analytical and problem-solving skills

Ability to work independently and manage priorities in a fast-moving environment.

Experience in requirements gathering from project stakeholders

Knowledge, Skills and Key Competencies:

Minimum 1+ year experience using the .NET stack, SQL Server, source code and Git

Working knowledge of Git based version control systems

Support Engineering tickets by analyzing debugging & diagnosing issues using C#

Assist in the design and development of document database structures needed to support new engineering efforts.