Technical Support Specialist – Tier 1

| Greater Denver Area
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EMS Software is looking for a full-time Technical Support Specialist (Tier 1) to join our growing Support Team in the Denver Tech Center (DTC). The ideal candidate must be a team player and able to interact and work cross-functionally. You will be our front-line, interacting directly with our customers. You must be strong listener and communicator, unafraid of handling the sometimes-difficult-customer. You should be dependable, a quick study, and able to build strong rapport as our customers will look to you for guidance. Finally, you should be technical (able to comprehend, analyze, and interpret software documents and queries), but comfortable with and capable of translating your technical reasoning to technical and non-technical audiences alike.

Responsibilities

  • Answers support calls and emails as well as make outgoing calls to clients for information gathering
  • Provides accurate solutions to end users and administrators of EMS Software products and assist with installation- and upgrade-related queries
  • Accurately classifies and records details of inquiries and resolutions in our web-based ticketing system
  • Documents solutions as knowledgebase articles for future reference for Support Team and Customer FAQs
  • Educates customers in the use of software and user manuals
  • Recommends or performs minor remedial actions to correct problems, ensuring problem ownership and promoting end-user satisfaction
  • Provides ticket status updates and completion information to customers via ticketing system or phone
  • Provides updates to internal stakeholders on customer-related account management and escalations
  • Recognizes and refers escalation matters to Tier 2 Technical Support Specialists

Requirements

  • 2+ years working in a customer-facing capacity in a software company
  • Intermediate proficiency with Microsoft Office Suite and common web browsers
  • Strong command of the English language, both verbally and in writing
  • Ability to communicate technical jargon to non-technical people
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Organized and able to multi-task and work in a fast-paced, technical environment
  • Associates or Bachelors degree desired

Bonus Points

  • Knowledge of Microsoft networking, TCP/IP, DNS and internet-based applications
  • Knowledge of Microsoft Exchange, IIS and relational database concepts and methodologies
  • Intermediate understanding of Windows operating systems (Windows 7, 8 and 10) as well as Windows Server 2008, 2012, and 2016

What We Value

  • We do the right thing…for our customers, our company, and each other.
  • We see around corners and into the future. We anticipate needs, thinking two steps or even twenty-two steps ahead.
  • We value diversity. We are inclusive, valuing a variety of perspectives.
  • We work together to get it done. We are a team - we accomplish more by working together than as individuals.
  • We take our work seriously, not ourselves. We have fun, celebrate our victories, and enjoy each other's company.

We’re proud to be an equal opportunity employer. We do not discriminate on the basis race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status. We are committed to hiring a diverse and talented workforce, supporting integrity in the workplace and an inclusive and entrepreneurial environment.

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Location

Two blocks from the Arapahoe Village Center RTD Station, walking distance to numerous bars, restaurants and coffee shops.

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