Customer Support Specialist (Software/Technical) - SMA Technologies

The Mission – Why We Need You

Founded in 1980, SMA Technologies specializes in automation and analytics software solutions. As we grow, we are looking for a determined and collaborative Customer Support Specialist to help monitor, alert, and respond to cases stemming from our customers or customer environments.

Objectives – The Problems You’ll Solve

Reporting to the Customer Support Manager, the Customer Support Specialist will respond to alerts from customer environments, support cases and any infrastructure issues which arise in any customer environment that is being monitored or cases created by customers. Using your determination, organizational skills, and dependability you will monitor, diagnose and respond to failures reported via multiple channels. Subsequently you will proactively take action to resolve or escalate failures. You recognize how to resolve application (like OpCon) and system job failures and address first level support issues related to customers and their environments. You have technical experience in software support, network support, and basic system level troubleshooting skills. You will use this information to solve for the customer and will collaborate with the MAS (Managed Automation Services), Support and Infrastructure teams to make sure systems and OpCon environments run smoothly and efficiently with adherence to established SLAs.

How You’ll Get There

Within your first 3 months, you will:

• Familiarize yourself with the expectations for OpCon support, SLA adherence and Managed Automation Services (MAS).
• Learn about how cases come in and the requirements to respond and resolve MAS and Customer Support Cases as a first level Customer Support Specialist.
• Attend OpCon Basic Training to gain comfort and familiarity with OpCon and how it is installed and configured for our top-tier customers. Understand the location and purpose of log files which exist for OpCon.
• Familiarize yourself with response expectations for MAS Support Cases, for both Critical and Production level alerts.

Within your first 6 months, you will:

• Gain familiarity with all MAS customers: their service agreements, how to connect and most common Automation that has been implemented for them.
• Maintain 100% SLAs defined for MAS Support Cases by either taking direct action or by taking steps to escalate to the next level as per documented policy.
• Understand how to respond to and act on Infrastructure Service Alert tickets.
• Time management and dependability is established with other teams and team members to ensure that the Frontline Response Team is a trusted resource in providing service to our customers.
• Gain familiarity with OpCon functions, screens, logfiles and view of Operations to understand the ‘health’ of the customer being supported.
• Gain confidence with being on-call to respond to priority issues and alerts as required to meet the customer's needs and Service Level Objectives (SLOs).

Within your first 12 months, you will:

• Become a trusted, dependable, and consistent member of the Frontline Response Team critical in providing customer service.
• Be an engaged team member that promotes collaboration, determination, authenticity and kindness.
• Create a culture of efficient throughput of incoming cases and alerts, timely resolution, prioritization of volume of cases, and timely and needed escalations.
• Troubleshoot and resolve OpCon cases with minimum time and effort. If needed, escalate to the next level.
• You are able to address tickets relating to other SMA products like, but not limited to, VisualCron, etc. by leveraging your technical skills.
• Give input and feedback to established policies, recommendations for documentation and policies to strengthen the service of the Frontline Response Team.
• Collaborate with leadership to create and standardize procedures where it is lacking.

Competencies – What we’re looking for

Experience with Level 1 triaging and responding to high volume of support or system issues: Our key objective is to have a reliable and consistent Frontline Response team that is meticulous and timely in their response to, and resolution of, customer and system issues. This team will build a trust and service-minded relationship with internal teams and with customers. You are comfortable working with Enterprise customers and support teams in high-stress production environments to provide patient, customer-focused, technical assistance and communicate and organize incoming alerts and tickets from various inputs.

Passionate about organization and reliability: Your passion is in making sure that your work is organized and complete with attention to detail.

Customer-focused: You are driven to improve customer service and promote a dependable environment of accuracy and reliability.

Interpersonal skills: We are looking for a person we will enjoy collaborating with, spending time with, and investing in. You are motivated when working with a diverse team and being able to collaborate on continuous improvement.

Intellectually curious: You have a strong level of curiosity and care about learning and self-improvement. You are willing to try out new techniques and continuously improve your own skillsets and understanding.

Accountable: It bothers you when people do not follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a process or policy and have executed consistently and accurately. Each day, you are dependable and communicate openly and ahead of time to ensure team success – you have a solid work ethic displaying ownership of the responsibilities required in this role.

What’s in it for you?

At SMA, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide:

• A remote first environment – Work from wherever you are comfortable in the contiguous U.S. as SMA Technologies is a remote first organization
• SMA will provide all the gear you need to be successful in your role, including Dell Laptop, $100/month phone reimbursement, monitors, gear to get yourself started, plus a one-time $250 stipend to purchase any extras
• 100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering. SMA also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs
• 100% company paid LTD, AD&D and basic life insurance for you
• Flexible PTO (like unlimited PTO) and flexible working hours to accommodate a great work/life balance
• 11.5 Paid Holidays
• Quarterly Wellness Day to recharge in whatever way you need
• $2,500 Annual Professional Development stipend to help you continue to enhance your skills

How We Work – Our Core Values

Be Kind - We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware.

Be Authentic - We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self -our whole self- every day. We unlock our teams' potential by unlocking our own and each other's potential. There is only one you and we want to see YOU every day.

Be Collaborative - We unite for a common cause. We are in pursuit of the best idea - not our own idea. As a remote company, we must collaborate and communicate to make a difference - an impact. We do this for our teams and for our customers.

Be Determined - Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other.

Work Environment and Physical Requirements

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Elevated level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

• Shift will be 6am-3pm OR 8am-5pm OR 11am-8pm (all CST)
• Member of On Call rotation required
• Eligible for overtime compensation
• Ability to work weekends and holidays as needed
• CompTIA A+ Highly desired

Physical Activity Frequency

1. Sitting 80%
2. Walking 20%
3. Crouching/Bending/Stooping 1%
4. Reaching 1%
5. Grasping 1%
6. Pushing/Pulling 1%
7. Near Vision 80%
8. Far Vision 20%
9. Hearing 100%
10. Speaking 85%
11. Lifting/Carrying - up to 10 lbs 20%
12. Lifting/Carrying - up to 25 lbs 1%
13. Lifting/Carrying - up to 50 lbs 1%
14. Lifting/Carrying - up to 100 lbs 0%

AAP/EEO

Unisoft International, Inc. dba Software Management Associates provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. This policy applies to all terms and conditions of employment including recruiting, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 281-348-9606 or recruiting@smatechnologies.com for assistance.