Software Technical Support Specialist

A Software/Technical Support Specialist's primary objective is to give 100% customer attention and dedication until each and every customer is 100% satisfied with the service and support provided on various applications provided by M3. This position is for the overnight support position. The shift will begin at 9:00 a.m. to 6:00 p.m. Monday through Friday. The position requires general Technical/Computer knowledge, basic Accounting knowledge, Payroll-related knowledge and basic server support.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

Primary Responsibilities:

• Prioritize support cases that are received from each customer
• Categorize support cases appropriately in the M3 CRM.
• Respond to customer inquiries through the support case system, email correspondence, and telephone support.
• Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed
• Complete all support cases in a timely manner according to support case policy guidelines
• Follow-up with all customers to ensure that the support case was completed to their satisfaction
• Receive and reply to emails and other correspondence from M3 team members and customers
• Potentially maintain documentation for customer reference
• Provide suggestions for improvement of M3 procedures and software functionality
• Attend all scheduled M3 meetings and conference calls
• Cross train in other areas of support coverage and primary roles
• Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.
• Take advantage of any continuing education, seminars, or workshops to   better understand the programs and to be more knowledgeable in assisting customers
• Additional projects assigned by the Support Manager, Assistant Support Manager, and/or the Director of Operations.
• Assist customers in understanding and training on new enhancements and features of the software
• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.
• Assist all other M3 team members in customer support where needed
• Other duties as assigned
• Ability to handle multiple tasks simultaneously

Education/Training/Experience:

• 1-3 years of experience in a Customer Service position.
• Bachelor’s Degree in Accounting or a Technical/Computer Science field is preferred, or an equivalent combination of education and experience.
• Must have strong written and verbal skills in English.
• Must have knowledge of a variety of computer software applications in word processing and spreadsheets (MSWord, Excel, Outlook).
• Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
• Prior experience with call logging software such as CRM or Salesforce a plus
• Prior remote support experience preferred

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to travel in representing the company’s interests required.
• Ability to attend work and meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.