Description Summary: The Software Support Specialist 2 plays a key role in providing advanced support for customers using our software. This position handles more complex customer cases through the CRM, delivering high-quality solutions while ensuring customer satisfaction. The ideal candidate is self-driven, team-oriented, adaptable, and eager to learn and grow within the organization. In addition to resolving cases, this role includes responsibilities such as supporting team members, suggesting process improvements, and creating knowledge base articles (KBAs). A primary focus of this role is on actively resolving cases, ensuring that customer issues are addressed efficiently and effectively.
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.
- Respond to and resolve incoming customer cases via phone, email, and chat, using Microsoft Dynamics CRM to manage and track case progress.
- Manage and resolve complex customer support cases related to software issues, configurations, and troubleshooting through Microsoft Dynamics CRM.
- Ensure cases are tracked and documented thoroughly, providing clear updates to customers and colleagues as needed.
- Communicate with frustrated or dissatisfied customers in a calm, professional manner, applying conflict resolution skills to de-escalate situations.
- Collaborate with other team members to manage case workloads and escalate more complex cases when needed.
- Assist team members with case escalations, offering guidance and solutions to help resolve challenging cases.
- Participate in creating and maintaining KBA documentation to enhance internal knowledge sharing and customer self-help resources.
- Continuously improve product knowledge to help customers effectively use the software and offer proactive suggestions for feature usage.
- Stay current with product features, software updates, and new functionalities to provide accurate and timely support.
- Adhere to the company's SOPs, ensuring consistent, high-quality service.
- Adapt to changing customer needs, new product features, and shifting priorities while maintaining a positive and professional attitude.
- Attend all scheduled M3 meetings and conference calls.
- 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.
- Assist all other M3 team members in customer support where needed.
- Other duties as assigned
Education/Training/Experience:
- 3-5 years of experience in a directly related position.
- Bachelor’s Degree in Accounting, IT, MIS or Computer Science highly preferred, or an equivalent combination of education and experience in software support for accounting software and/or the hospitality industry.
- Must have strong written and verbal skills in English.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, Excel, PowerPoint)
- Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
- Must be able to build and maintain positive business relationships with co-workers and other business contacts.
- Demonstrated ability to handle conflict, de-escalate tense situations, and communicate clearly with frustrated customers is highly preferred.
- Ability to adapt to evolving customer needs and priorities.
Physical Requirements:
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
- Ability to travel in representing the company’s interests required.
- Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
- Ability to bend and lift up to 25 lbs.
