Technical Support Representative
Job Description
SofterWare is on the “Philly.com Top Workplaces” list for the seventh time! We have enjoyed over 35 years of continuous growth because our employees and customers are happy. Our employees are offered a challenging and rewarding career along with a generous benefits program. SofterWare is a fun place to work and we support a work-life balance.
We offer benefits such as time off to volunteer, meditation classes, and a casual dress environment. In addition, we enjoy company events like a family Halloween open house and an annual holiday party. Our open office is state of the art and provides you with access to a gym, cafeteria, and walking trails, which will keep you energized.
Your Role as a Technical Support Representative
The Technical Support Representative is an important part of our contact center team who will provide technical assistance to our clients who use our software solutions. They assist clients by phone, email and chat with ‘how to’ questions empowering them to use our products with confidence and work with them to resolve any technical issues that may arise.
Responsibilities
- Key Responsibilities:
- Answer client questions in a friendly and enthusiastic way through phone, chat, and email
- Provide accurate notes of all interactions with customers so that there is a record of the answers provided and actions taken
- Listen to customers with empathy and capture their feedback about our products so that we can continually incorporate client feedback into our product roadmap
- Own customer issues with a desire to see them fully resolved as quickly as possible
- Participate in ongoing product and process training in order to maintain up-to-date knowledge to better serve and delight clients
- Be available to work various shifts during our support hours so that our clients can receive friendly assistance at all points during that time
- Adhere to our team’s defined Support Principles which are essential to this job
- Hours for this role: 9:00am-5:30pm ET
This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL or Canada.
Requirements
- Key Requirements:
- Provide exceptional customer service by anticipating needs, and exhibiting patience and empathy
- Exhibiting curiosity about the cause of reported issues complemented by the interest and ability to resolve them
- Strong ability to diagnose problems and provide solutions
- Excellent oral and written communication skills
- Ability to adapt your message and communication style to clients with varying skill levels
- Ability to learn and assimilate information quickly
- Self Driven with strong work ethic and desire to do your fair share
- Bachelor’s degree or 2+ years of customer service experience
- Experience with training, teaching or instructing is a plus
- Familiarity with a relational database applications is helpful but not required
The Technical Support Representative is an important part of our contact center team who will provide technical assistance to our clients who use our software solutions. They assist clients by phone, email and chat with ‘how to’ questions empowering them to use our products with confidence and work with them to resolve any technical issues that may arise.
"As I think about being an employee of SofterWare the idea of personal investment comes to mind. My experience at SofterWare has been one of learning from some amazing people who were willing to take time to invest in me to help me excel at my job and for that I am grateful. When I think about my job as a trainer, the word "aha" comes to mind. As a trainer, I love the fact I have the opportunity to be part of others learning journey and their aha moments, truly understanding how something works or how something can help them do their jobs better."
Kelly Ramage
Internal and External Training Specialist