Software Support Specialist - Computer Arts, Inc.
Meridian, ID 83634
About the Job
Software Support Specialist
Harris Local Government/Computer Arts - Remote
Are you customer-service focused and have experience troubleshooting software questions? Be part of our team.
We strive to provide the highest level of customer service while taking the time needed to resolve our customers' questions. We are looking for individuals who can multitask, love working with customers, are detail oriented, have excellent communication skills, and can use advanced troubleshooting skills. Computer Arts, a division of Harris Computer is seeking a Software Support Specialist who will provide extensive software support and technical assistance to CAI’s clients and employees. He/she is responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Software Support staff to resolve issues with CAI software products.
Responsibilities:
Provide software, operating system and hardware phone support, troubleshooting and consultation to CAI Software Support clients.
Conduct first level diagnosis of system defects; document, reproduce and submit work tickets as necessary.
Resolve client inquiries and issues in a timely manner; communicate resolution effectively through email and phone communications.
Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
Manage open calls by identifying and prioritizing issues according to published policies.
Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
Evaluate technical issues and escalate to senior team member or department member if additional expertise or assistance is needed.
Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications.
Work closely with software developers to troubleshoot and debug programs; demonstrate a basic understanding of SQL to query and analyze client data.
QA/Test software updates and revisions.
Create end user documentation.
Train new userson system functionality.
Provide assistance to clients for standard workstation install of client software.
Follow documented CAI policies and procedures.