Senior Support Specialist

About the Senior Support Specialist
Dovetail Software offers the leading CRM solution for the Amdocs/Clarify Product Suite with improved, expanded capabilities for agent productivity at a significantly lower total cost of ownership. With Dovetail, our customers transform their customer interactions in new and exciting ways. Dovetail Software is growing and is currently seeking a Senior Support Specialist to join their Austin, TX team.
 
Responsibilities:
•  Offer front line support to companies who have implemented Clarify and Dovetail CRM products  
•  Research and answer, via email and phone, technical cases presented by clients
•  Act as the authority to determine when a support ticket gets escalated to a higher technically skilled consulting support representative
•  Demonstrate a thorough technical understanding of Clarify and Dovetail products
•  Qualify issues as they come in through phone and email and establish next step protocol
•  Identify opportunities for more efficient customer support and make recommendations to management
 
Requirements:
•  Minimum 2 years direct experience working extensively with the Clarify CRM product
•  Prior experience working in a Customer Support or Technical support role
•  Strong written and verbal communication skills
•  Strong analytical and problem solving skills
A passion for delivering exceptional customer service each and every dayThe desire to develop into a Senior Lead Support Specialist, resonsible for growing and leading the team as our company continues to grow 
To apply for the Senior Support Specialist role, please send your resume in MS Word or PDF format, along with your compensation requirements, to our recruiting team at dovetail@americanworkforce.com No phone calls, please.  All qualified candidates will be responded to as quickly as possible.  Please include the title “Senior Support Specialistâ€� in the subject line
of your email.