Software Support Specialist

Tuff Shed is recruiting for a Software Support Specialist, who is responsible for providing technical support for cloud-based software solutions to our corporate and field team members. This role encompasses 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.

This position is located at our south Denver corporate headquarters at I-25 & Colorado Blvd.

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

This individual demonstrates excellent communication skills at all times, interacts and provides general support services to our corporate and field employees.

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

• 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
• Maintain an organized ticket queue by progressing from oldest to newest and working a balanced selection of high, medium, and low-priority tickets

• 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

• Research issues using available knowledge base and internet resources
• Identify and elevate 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

• 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.
• 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.

• Experience supporting ERP and CRM software applications in a Software as a Service model. Salesforce experience is preferred.

• High School graduate or equivalent

Hourly pay range is $22 - $28 / hour

Tuff Shed offers a great Benefits package for our full-time employees! - It pays to be a Tuff Shed team member:

• Competitive compensation and bonus programs (based on position)
• Medical Benefits including Virtual Visits
  - The care you need-when, where and how you need it!
• Dental & Vision Benefits
• Flexible Savings Account (FSA)
• Employee Stock Ownership Plan (ESOP) – You’re more than an employee - Get rewarded for long and loyal service with ownership interest in the Company
• Paid Time Off and Paid Holidays.
• 401(k) plan
• On-Demand Access to Your Pay! - Why wait until pay day?