SUMMARY A Software Support Representative is responsible for providing in-house proprietary software support to WealthCounsel members and clients. Support may consist of, but is not limited to: software usability questions/issues, installation or update assistance, and Microsoft Word formatting assistance.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other areas of responsibility may be assigned as needed.
- 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
ESSENTIAL SKILLS & EXPERIENCE - 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
SALARY: Total compensation listed is inclusive of base salary plus bonus