Apr 17, 2022

Software Technical Support Specialist

  • Our Sunday Visitor
  • Remote
Full time Customer Service

Job Description

The Software Technical Support Specialist will work with the OSV software products. The incumbent will work with our church customers to onboard, implement and train customers on the new software. They will also be required to diagnose problems through discussions and emails with the users.  This will include problem resolution, research, isolation, and resolution steps to maintain high levels of customer service.   Training and best practice advice on products will also be required. 

Essential Job Functions (*=Non-essential tasks):

  • Be very proficient in the use of all OSV software products which includes Online Giving, Websites, Church Manager, Customer Portal, and Curriculum
  • Develop an in-depth knowledge of our products
  • Work with customers to obtain contractual information and onboard them onto our software products. Schedules and conducts training to ensure clients can fully use the software to meet their needs.
  • Develop a good working relationship with churches and dioceses
  • Develop a good working relationship with other departments and members of the management team 
  • Offer suggestions on best practices and increasing users of software products.
  • Handling basic and intermediate customer technical support cases through phone and email submission in a timely manner.
  • Create ticket to escalate issues as needed with needed documentation
  • Update internal and customer documentation and reference materials, including website FAQs, around our software products.
  • Provides feedback, suggestions, and input to the development team
  • Answers phone calls and/or e-mails in an efficient, professional, and timely fashion
  • Meet defined metrics to maintain a high level of customer satisfaction
  • Follow up and make scheduled call backs to customers when necessary

*    Other duties as required 

Requirements:

Experience:

  • General knowledge of Windows
  • General knowledge of network operating systems and terminology
  • Two or more years working in a customer service or call-center environment
  • Good working knowledge and understanding of web browsers and Microsoft Office applications

 Education:

  • Associates degree preferred or 2+ years of experience in a Technical Customer Support Role 

 Skills and Abilities:

  • Knowledge of PC and Mac systems 
  • Good working knowledge and understanding of web browsers and Microsoft Office applications
  • Able to answer support related email, phone calls, and other electronic communications clearly and accurately.
  • Business etiquette in working with internal and external resources to building strong working relationships and trust
  • Proven ability to make decisions based on established practice, existing precedents, and operating guidelines
  • Self- motivated
  • Excellent verbal and written communication, interpersonal, organizational, and presentation skills
  • Ability to effectively organize and prioritize duties
  • Good problem solving and analytical skills
  • Good attention to detail for composition of communications, call tracking and documentation
  • Good teamwork orientation and collaborative skills with customers, peers, and management
  • Knowledge of customer service principles and practices
  • Good keyboarding skills are essential

 Working Environment:

  • The incumbent will have the ability to work remote, in company office or combination
  • Microsoft Teams Meetings
  • Periodically on call. 
  • Travel for training and conferences as needed. 

Supervisory Responsibilities:

  • None

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