Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage.

As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products.

You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle.

PLEASE NOTE: The shift hours for this role are Monday through Friday, 11 AM to 8 PM Eastern Time.

All applicants must be currently authorized to work in the United States on a full-time basis.

Location: REMOTE

  • All applicants must be currently authorized to work in the United States on a full-time basis and you must reside in the following states: AL, AZ, CO, CT, DE, FL, GA, ID, IL, IN, KS, LA, MD, MI, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY

What you'll do:

Incident Handling

  • Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system.
  • Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed
  • Classify incidents based on severity and priority
  • Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents
  • Investigate and resolve incidents with no known solution
  • Collaborate with other team members to assist them with resolution of incidents
  • Contribute and update our Knowledge Base and Communities
  • Follow standard processes and procedures
  • Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests
  • Ensure service level standards are achieved (as defined by the Technical Support management team)
  • Handle interruptions well and move between tasks with ease while still meeting deadline

Incident Escalation

  • Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
  • Replicate and log reported bugs in bug tracking system
  • Escalate cases to Escalation or R&D Engineers when required
  • Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
  • Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

Customer Care

  • Work shift rotation to cover evenings, public holidays and weekends
  • Attend virtual and classroom based training classes
  • Complete certifications for company products
  • Complete training for complementary 3rd party products
  • Use appropriate discretion in handling critical client calls and escalating calls to management
  • Perform each duty above with our customers' satisfaction as your number one priority.
  • Assist in training new Technical Support team members
  • Contribute new content to the Support Knowledge base

What You’ll Need:

  • Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
  • Computer/IT Certification a plus (or equivalent years of work experience)
  • At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
  • Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
  • Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
  • Excellent knowledge of customer service principles and practices with previous customer service experience
  • Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
  • Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
  • A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
  • Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
  • Ability to follow department processes and procedures
  • Experience utilizing CRM systems

Bonus Points:

  • Intermediate understanding of major RDBMS with emphasis on Oracle, MS SQL
  • Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files
  • Intermediate network communication, network security, network administration and wireless networking knowledge
  • Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
  • Intermediate knowledge of IIS and web services
  • Intermediate experience supporting mobile apps
  • Proficiency supporting multiple versions of Windows
  • Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

 

About Us:

At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That’s why we’ve built the industry’s first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution. 

We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.

Benefits and Perks: 
  • Generous health coverage for you and your family, including short- and long-term disability coverage, 401(k) and HSA matching, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.
  • Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
  • Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
  • Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.
  • Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.
  • We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.
  • Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.
  • Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
  • ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment. 
  • Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
  • Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.

Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

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