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    Software Support Specialist - Colorado Springs, United States - the Davenport Group

    the Davenport Group
    the Davenport Group Colorado Springs, United States

    4 weeks ago

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    Description
    Job Description

    Job Description


    The Davenport Group is a software solutions and professional services company specializing in the design and implementation of software solutions for public sector clients.

    As the Davenport Group continues to grow and respond to the on-going requirements of our clients, we seek to add talent to our base of outstanding professionals.

    We are currently looking for a Software Support Specialist, with an emphasis on end-user training and a deep understanding of our product suite.

    The position will play a critical front-line role in answering user questions and assisting users by providing user training and troubleshooting issues with end-users.


    Responsibilities:


    Fields support calls, chat, email, and/or other communication from users with inquiries regarding software functions and similar concerns in a professional and friendly manner.

    Take ownership of customer issues reported and see problems through to resolution.
    Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
    Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
    Draft, review and publish Knowledge Base articles on software products.
    Prepare and conduct online training seminars on software products.

    Travel onsite to clients in the United States and Canada to conduct in-person client training (Up to 1 per month).

    Provide prompt and accurate feedback to customers.
    Ensure proper recording and closure of all issues.
    Performs other related duties as assigned.

    Requirements:
    Excellent verbal and written communication skills.
    Excellent interpersonal and customer service skills.
    Professional and pleasant telephone manner.
    Ability to explain technical issues to technical and nontechnical employees and customers.
    Previous customer service experience, preferably in a frontline support role.
    Strong problem-solving skills.
    Patience, empathy, and a customer-first attitude.
    Experience in Database tools and SQL is preferred.

    Benefits:
    401(k)
    401(k) matching
    Dental insurance
    Family leave
    Health insurance
    Health savings account
    Paid holidays
    Paid time off
    Parental leave
    Professional development assistance
    Relocation assistance
    Sabbatical
    TSA and Clear Membership reimbursement
    Onsite Travel Bonus
    Work from home
    Vision insurance

    Experience level:
    1 years

    Schedule:
    8 to 5 EST Monday to Friday
    9-Day Fortnight schedule (8.5 working hours per day, alternating Fridays off)

    Experience:
    Help desk: 1 year (Preferred)

    Software Training: 1 year (Preferred)


    Work Location:
    Hybrid in-office
    Flexibility to travel to client site when required

    #J-18808-Ljbffr
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