Wallace Software Solutions is always looking for reliable, educated, individuals that can work well as a team or on their own. We have job opportunities for individuals with great computer skills,positive attitude, communication strengths, software development experience, or experience in the Marine, RV, Truck & Trailer, Powersports, Lawn & Garden or Outdoor Power Equipment industries are always welcome to apply. Some of the Competencies, Education, and Experience valuable to the job are:
- Ability to multi-task in a fast-paced environment
- Computer/Technical skills including basic understanding of network resolution
- Customer support/Client focus
- Ability to work well independently and as part of a team
- Self Starter
- Written and verbal communication skills
- Organizational skills
- Previous knowledge and understanding in any of the following industries is a plus
- Marine
- RV, Truck & Trailer
- Power Sports
- Outdoor power equipment
- Business intelligence
- Strategic thinking
Summary/Objective
The Software Support Specialist provides solutions for customers who are facing support requests. As a Software Support Specialist, you will have the opportunity to assist individuals with their day-to-day software needs. You’ll work on industry leading software and eventually have input on the design and development of new features and functions embracing the latest technology.
Responsibilities & Duties
- Provides interactive customer support, including a proactive approach to improving levels of service where possible.
- Gathers and manages requests that come in by phone, email or through the support ticketing system.
- Corresponding with customers over the phone and through letters, fax and email.
- Researches, troubleshoots and resolves simple to complex issues as reported by end users.
- Demonstrates initiative and proven follow through skills.
- Proven decision making ability and escalation skills.
- Processing requests for software enhancements and system modifications.
- Working on a variety of independent/group projects and communicating with development staff.
- Manages personal workload and competing priorities to accomplish tasks within agreed upon timeframes.
- Analyzes and identifies trends in problems being reported and assist in devising remediation measures.
- Manages, standardizes and improves the company’s support solutions by examining existing tickets, determining origin and characteristics, documenting and presenting suggestions for improvement and implementing approved suggestions.
- Responsible for vendor relationships, day-to-day escalations and issues resolution internally and with 3rd party vendors and development teams.
- Responsible for prioritizing both fix/enhancement requests with Technical Managers and Business Users to ensure delivery and acceptance of prioritized requests in a timely manner.
- Responsible for creating/maintaining ongoing documentation for existing or new break/fix, enhancements and business processes, as needed.
- Ensures that all processes and documentation are adequate and effective to meet client and business needs.
