Digital Software Support Specialist

Based in our National Support Center in south Denver, (I-25 & Colorado Blvd) Tuff Shed is recruiting for a Digital Software Support Specialist, who is responsible for for providing technical support for cloud-based software solutions to our corporate and field team members. Candidates should have great technical knowledge, be able to communicate effectively, understand the problem, explain its solution, and document the resolution in their support tickets.

Must be high energy, customer-oriented, patient, and able to troubleshoot issues in person or over the phone.

HYBRID WORK OPTION(2-days home / 3-days in office)

Do you have what it takes to be a successful SOFTWARE SUPPORT SPECIALIST?
This individual demonstrates excellent communication skills at all times, interacts and provides general support services to our corporate and field employees. In addition, have basic technical knowledge and be able to understand the problem and explain its solution, document the resolutions with a support ticket environment. Must be patient, customer-oriented and trouble shoot over the phone and in person.

The essential functions for this position include but are not strictly limited to:

Software Support:

Understand, diagnose and resolve problems for remote and local users approved software packages
Develop a basic understanding of team member processes and the associated software, and work established procedures to resolve common problems
Escalate issues to team leaders when necessary, maintaining ownership and follow up with the reporter

Communications:

Create tickets for all team member interactions, and update tickets with relevant internal and external information, notes, screenshots and other data
Follow up and communicate statuses to team members on a regular cadence
Explain concepts, processes, and functionality to team members in a clear, personable, positive, and friendly manner
Answer phone calls and work with walk up support requests creating and following up in the ticketing system on all interactions
Collaborate with other team members on tickets, documentation and embrace a team-oriented culture

Continuous Improvement:

Research issues using available knowledge base and internet resources
Identify and escalate incidents requiring urgent attention and follow up with documentation and communications on solutions
Create and update documentation as needed to share knowledge and improve the department
Identify areas of personal and departmental growth, cost reductions, or operational efficiencies and communicate to leadership with actionable next steps
Stay up to date on industry best practices, current events, and vendor changes

On-call duties are on a rotational basis, which may require work on holidays and/or weekends

Skills & Experience:

Strong organizational and time management skills.
Organization and team first mentality with a passion for technology and learning.
Broad knowledge of computers, smartphones, telephony, printers, web browsers, A/V equipment, and other hardware and software.
Basic network troubleshooting skills with an emphasis on logical or scientific method approaches.
Experience supporting ERP and CRM software applications in a Software as a Service model. Salesforce experience is preferred.
Ability to establish and maintain positive and effective work relationships with co-workers, end users and technology providers.
Ability to multitask and prioritize deadlines to meet required schedules.
Ability to express technical terms in basic language, both verbally and written.
Ability to troubleshoot hardware issues and perform minor repairs / upgrades when needed.
Ability to prepare written correspondence and reports that are grammatically correct and create a professional image for Tuff Shed, Inc.
Ability to effectively communicate with executives, management, suppliers, customers, employees and commercial accounts in a wide range of situations.
Ability to effectively present information orally in one-on-one and small group situations to customers and employees and if necessary, the general public.

EDUCATION:

High School graduate or equivalent