Software Support Representative

Job Description

JOB DETAILS

REQUIREMENTS

• Associates degree or equivalent on the job training
• Experience in Help Desk/Support environment
• Experience with online platforms/cloud environment
• Customer service experience required
• In-depth knowledge of Microsoft O/S and Word
• Strong analytical and communication skills
• Ability to organize and prioritize
• Ability to monitor multiple support channels simultaneously
• Ability to work independently without physical supervision
• Mac knowledge a plus
• Law office experience a plus

RESPONSIBILITIES

• Diagnose and resolve member software incidents
• Provide routine and moderately complex software support to WealthCounsel members
• Manage Support Queue: Apply needed details associated with the case and resolve/close cases timely
• Escalate complex software support issues to senior personnel as needed
• Maintain a record of open support cases, including a record of member interactions and efficient resolutions
• Provide excellent customer service ensuring a positive and efficient experience by members through phone, chat, email, and screen sharing.
• Assist with software testing for all software products and updates
• Work with Member Experience team to address member concerns/issues
• Participate in customer service initiatives
• Attend WealthCounsel events as needed to provide additional software support to members and support relationship-building activities
• Other areas of responsibility may be assigned as needed

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