Software Support Specialist

Location

Norcross, GA | United States

Job description

Title: Software Support Specialist

Department: Professional Services

Reports to: Director of Solutions Sales

Location: Norcross

Milner is dedicated to helping its customers improve business efficiency, streamline operations, reduce costs, and stay competitive. We help other organizations thrive and achieve their goals.

Our Professional Services Group designs, implements and supports business solutions that improve the way large and small enterprises operate. Our support team is a crucial part of our deep commitment to that mission and building long-lasting relationships with our customers.

BASIC FUNCTION

Primary Responsibility: The Software Support Specialist will help keep our customers’ systems operating smoothly, embodying Milner’s values and driving customer satisfaction. If you are curious, organized, and genuinely enjoy solving technical problems while helping people, this role is for you.

WORK PERFORMED

• Triage and respond to incoming support requests via ticketing system, phone, or web meeting.
• Qualify & analyze complex issues in virtual- and cloud-based environments.
• Research issues with other departments and vendors as needed.
• Take ownership of each support issue until it is resolved.
• Coordinate and schedule appointments/remote sessions with customers or 3rd party IT staff.
• Provide individual solutions, sometimes in collaboration with our software integrators, hardware service technicians, or managed service team.
• Document resolution steps in our ticketing system and knowledge base.
• Perform routine software upgrades for customers.
• Complete ongoing training and certification classes to stay current with new software features and become familiar with complex projects completed by Milner.

EDUCATION REQUIREMENTS

BS in Computer Science, or equivalent experience.

EXPERIENCE REQUIREMENTS

A minimum of 3 + years of experience providing customers with technical support of complex software systems.

Experience required in the following areas:

Additional skills required:

• Enthusiasm for supporting customers of all skill levels.
• Sound knowledge of Microsoft Windows client and server operating systems.
• Good knowledge of databases (e.g. MS SQL, MySQL) and Microsoft web servers.
• Good knowledge of Windows print server management.
• Ideally, have some knowledge of T-SQL.
• Ability to learn and become proficient with various software systems sold by Milner, such as Papercut and DocuWare.
• Superb written and verbal communications skills, fluent in English.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment, PC, Phone and other assigned equipment.

Job tags

Salary