Software Support Specialist

About the role

Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. You will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle.

Key facts

What you'll do

Incident Handling primarily involves communicating on the phone with clients to understand their questions and concerns while registering incidents received via phone in the CRM system. Secondarily, you will manage a small number of email cases daily that are assigned to you, making an outbound call to the customer to resolve the issue if necessary. You will utilize existing Knowledge Base articles or other reference materials to resolve incidents efficiently and investigate and resolve incidents that have no known solution at present. Collaboration with other team members is essential as you assist them with the resolution of incidents, while strictly following standard processes and procedures. Accepting and retaining ownership of requests is required, providing regular updates to support and or customers on the status of each request and managing the aging of assigned requests. Ensuring service level standards are achieved as defined by the Technical Support management team is a core duty, alongside handling interruptions well and moving between tasks with ease while still meeting deadlines. After-hours rotation is part of the role to ensure continuous coverage.

Incident Escalation requires troubleshooting technical issues with clients using learned product knowledge and support processes. You will possess an intermediate understanding of the organization's products assigned, staying current with system information, changes, and updates to escalate more complex inquiries appropriately. Working with more knowledgeable resources is necessary to ensure that any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

Customer Care involves contributing new content to the Support Knowledge base to improve collective understanding and efficiency. You will complete training for complementary 3rd party products to broaden your support capabilities. Using appropriate discretion in handling critical client calls and escalating calls to management is expected. Performing each duty above with our customers' satisfaction as your number one priority is fundamental to success in this position.

Requirements

Bachelor's degree in Business Applications, Computer Science, or a related field is desired but not required for this position. At least 2 years of on-the-phone product support experience in a customer support or technical support position is preferred for this role. Excellent interpersonal communication skills, both verbal and written, are mandatory, along with the ability to remain calm and professional in all circumstances. Excellent phone skills are required, including actively listening and developing effective questioning techniques to resolve issues promptly. Excellent knowledge of customer service principles and practices with previous customer service experience is necessary for success. Proven ability to resolve escalated technical issues is essential, which includes quickly identifying problems, forming solutions, and executing step-by-step troubleshooting procedures. This encompasses creating customized solutions that are outside of the generally accepted use of a product function when standard processes do not suffice. An excellent understanding of the general aspects of the job is required, including thorough knowledge of relevant software computer applications and equipment. Strong analytical skills are necessary to diagnose problems accurately and efficiently. Adaptability to changing priorities and the ability to learn new technologies quickly are critical traits for this role. A high level of ownership and accountability for customer outcomes is expected at all times.

Practical notes

This position operates on a Monday through Friday schedule from 11am to 8pm EST, with Saturdays running from 9am to 6pm EST. Your days off will be Sunday and a TBD day to ensure proper rest and work-life balance. There is a mandatory 6 week training period occurring Monday through Friday from 11am to 8pm EST before you begin independent handling of incidents. Travel is not required for this role, and the position is fully remote. Candidates must be authorized to work in the United States without sponsorship at this time. Please note that this role may involve after-hours rotation to support global customers.