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

    The Davenport Group
    The Davenport Group Colorado Springs, United States

    3 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 expand and cater to the ongoing needs of our clients, we are seeking to enhance our team with exceptional professionals.

    We are currently seeking a Software Support Specialist, focusing on end-user training and possessing a comprehensive understanding of our product suite. This role will be pivotal in addressing user inquiries, providing user training, and resolving issues with end-users.

    Responsibilities:

    • Handle support calls, chats, emails, and other user communications professionally and courteously.
    • Take charge of reported customer issues and ensure they are resolved satisfactorily.
    • Investigate, diagnose, troubleshoot, and find solutions to address customer problems.
    • Adhere to standard procedures for escalating unresolved issues to the appropriate teams.
    • Create and update Knowledge Base articles on software products.
    • Organize and deliver online training sessions on software products.
    • Occasionally travel to client sites in the US and Canada for in-person training (up to once per month).
    • Offer timely and precise feedback to customers.
    • Ensure all issues are appropriately documented and resolved.
    • Perform other assigned duties as necessary.

    Requirements:

    • Outstanding verbal and written communication skills.
    • Exceptional interpersonal and customer service abilities.
    • Professional and friendly phone etiquette.
    • Ability to explain technical matters to both technical and non-technical individuals.
    • Prior customer service experience, particularly in a frontline support position.
    • Strong problem-solving capabilities.
    • Display patience, empathy, and a customer-centric approach.
    • Preferably experienced in Database tools and SQL.

    Benefits:

    • 401(k) plan
    • 401(k) matching
    • Dental insurance
    • Family leave
    • Health insurance
    • Health savings account
    • Paid holidays
    • Paid time off
    • Parental leave
    • Support for professional development
    • Assistance with relocation
    • Sabbatical opportunity
    • Reimbursement for TSA and Clear Memberships
    • Onsite Travel Bonus
    • Option for remote work
    • Vision insurance

    Experience level:

    • 1 year

    Schedule:

    • 8 am to 5 pm EST, Monday to Friday
    • 9-Day Fortnight schedule (8.5 working hours per day with alternating Fridays off)

    Experience:

    • Help desk: 1 year (Preferred)
    • Software Training: 1 year (Preferred)

    Work Location:

    • Hybrid work model
    • Willingness to travel to client sites as needed
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