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Job Description Job Title: Level 1 Support Specialist Department: Support Location: Atlanta, GA Working Hours: Shifts may vary: Between 7:00am – 11:00pm (weekend rotation coverage as needed) Job Summary: The Support Specialist will work with customers by phone and/or using GoToAssist to resolve technical issues with software sold or licensed by VSoft. The Support Specialist should have the skills necessary to resolve a significant majority of the assigned issues in a timely manner. The Support Specialist is expected to communicate resolutions and workarounds to the customers, always representing VSoft with friendly professionalism.
Responsibilities:
- Providing excellent customer service/support (empathetic, friendly, professional)
- Responsible for monitoring service desk for tickets assigned to the queue and processing requests according to SLA guidelines
- Troubleshooting skills – must be able to identify problems, seek resources for guidance, and analyze resolutions
- Decision making – the ability to prioritize and escalate customer issues in order to meet service level agreements
- Good interpersonal skills – required to work with multiple teams, sales, marketing, development, etc.
- Strong analytical ability
- Team player with a willingness to share information with team members
- Update/create department procedure manuals as needed
- Flexibility may be necessary to ensure proper coverage
- Escalation line coverage as needed
Experience Requirements:
- Database experience is required
- Web-based and API based Java coding experience in a Linux environment is required
- Linux experience is required
- Check Processing experience is strongly desired
- Excellent verbal and written communication skills required
Benefits Offered:
- Bank Holidays (11 per year)
- Birthday Holiday
- 2-weeks vacation
- 2-year anniversary – 2 weeks, 2 days
- 4-year anniversary – 3 weeks
- 8-year anniversary – 4 weeks
- 1-week personal time (prorated depending on start date)
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Company Paid Life Insurance
- Company Paid Short-Term Disability
- Voluntary Life Insurance
- Voluntary Long-Term Disability
- Accident Plan
- Cancer Plan
- Hospital Plan
- Universal Life with Living Benefits Plan
- 401(k) – Traditional and Roth
