Software support consultant

Job Description

The Software Support Consultant is responsible for providing tier 1 functional support for multiple CPA Global software solutions. Responsibilities include working with customers and other analysts to triage, troubleshoot, document, and resolve support issues.ESSENTIAL DUTIES & RESPONSIBILITIESServe as the first point of contact (via phone, email, web-based support portal) as a part of the customer support team regarding questions and issues related to multiple software products.Interact with customers, professional services, product management, and software developers to provide advice and assistance as the customer advocate.Prioritize and resolve quick issues. Escalate time consuming issues to tier 2 and/or senior members of teamRamp up on product knowledge through training and mentoring from senior members of teamMaintain detailed call records for all internal and external customer interactions.REQUIRED KNOWLEDGE, SKILLS & ABILITIESBachelor s degree in related discipline or a minimum of 5 years experience in a customer support environment.Excellent verbal and written communication skills.Works well in a team environment, as well as independently.Customer-centric attitude.trouble-shooting and problem solving skills.Ability to assist others.Attention to detail with the ability to multi-task and prioritize; strong organizational skills.Ability to make sound decisions based on customer needs and product knowledge.Self-motivated and able to work under pressure to deliver high-quality solutions.DESIRED SKILLS/EXPERIENCEExperience with software and/or database languagesBasic understanding of computer networkingPrior Experience in a product support roleExperience with using Salesforce, JIRA, and/or ZendeskExperience with standard office tools to include MS Word, MS Excel, MS Outlook.Internal Job Posting DescriptionThe Software Support Consultant is responsible for providing tier 1 functional support for multiple CPA Global software solutions. Responsibilities include working with customers and other analysts to triage, troubleshoot, document, and resolve support issues.ESSENTIAL DUTIES & RESPONSIBILITIESServe as the first point of contact (via phone, email, web-based support portal) as a part of the customer support team regarding questions and issues related to multiple software products.Interact with customers, professional services, product management, and software developers to provide advice and assistance as the customer advocate.Prioritize and resolve quick issues. Escalate time consuming issues to tier 2 and/or senior members of teamRamp up on product knowledge through training and mentoring from senior members of teamMaintain detailed call records for all internal and external customer interactions.REQUIRED KNOWLEDGE, SKILLS & ABILITIESBachelor s degree in related discipline or a minimum of 5 years experience in a customer support environment.Excellent verbal and written communication skills.Works well in a team environment, as well as independently.Customer-centric attitude.trouble-shooting and problem solving skills.Ability to assist others.Attention to detail with the ability to multi-task and prioritize; strong organizational skills.Ability to make sound decisions based on customer needs and product knowledge.Self-motivated and able to work under pressure to deliver high-quality solutions.DESIRED SKILLS/EXPERIENCEExperience with software and/or database languagesBasic understanding of computer networkingPrior Experience in a product support roleExperience with using Salesforce, JIRA, and/or ZendeskExperience with standard office tools to include MS Word, MS Excel, MS Outlook.,

Keyskills :
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