SOFTWARE SUPPORT REPRESENTATIVE/TECHNICAL SUPPORT

Software Support Representative/Technical Support

 

Help shape the future of Law Enforcement and Security software both web-based and client/server.  At Competitive Edge Software, we are always looking for talented, smart, principled people to join our team. Competitive Edge Software is a fast-paced, challenging, and fun place where you matter and where you can make a difference.We offer a competitive salary, vacation/sick leave, medical and dental insurance, IRA Savings and a great location in Franklin close to Milwaukee, Racine and Waukesha.POSITION SUMMARYResponsible for handling first tier and first encounter client support issues via phone, email and chat. This involves working closely with customers to troubleshoot, research, test, and resolve support issues. Responsible for escalating any unresolved client issues requiring more attention to appropriate parties and make call-backs with provided solutions.DUTIES AND RESPONSIBLITIES• Respond to customer support inquiries via phone, email and chat.• Clearly document and track all customer incidents and support related activity in our CST system.• Research, isolate, and troubleshoot customer issues.• Escalate unresolved issues to appropriate teams as necessary.• Provide ongoing follow up on past issues insuring the issue was resolved to the customer’s satisfaction.• Meet or exceed our company support SLA. • Work to improve quality and timeliness of issue resolution by evolving support processes, and contributing to internal support material, knowledge base and FAQ’s. • Provide sales team with pre-sales technical support.• Participate in regression and user acceptance testing for product updates and development.• Other duties as assigned and required.SKILLS, KNOWLEDGE, & EXPERIENCE QUALIFICATIONS • Minimum 2 years customer support experience with web-based and/or client/server based software applications.• Fundamental understanding of computers and networking.• Excellent diagnostic and problem solving skills.• Ability to communicate effectively, professionally and courteously via telephone, email and chat.• Motivated to resolve customer issues in a manner which meets both customer and business requirements.• Ability to work in a small company, team oriented environment with a positive attitude.

• Ability to take direction and instruction as well as self-motivate.