Software Support Specialist I
Please be aware that for this position, the candidate is required to be located in Brazil.
The Software Support Specialist I is responsible for providing support for Accruent's Enterprise Software Solutions and is a point of escalation for support issues. This role is responsible for assisting customers with the isolation and resolution of software issues. Other responsibilities include working with the customer to troubleshoot, document, identify root cause, and resolve customer issues by providing software-enabled solutions.
The ideal candidate will be highly motivated and have a passion for software, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you.
ESSENTIAL DUTIES & RESPONSIBILITIES
Maintain a working knowledge of Accruent-supported products and technologies.
Work to analyze and resolve escalated Support issues.
Act as functional resource for Software Support Teams.
Interact with customers, partners, field teams, and software developers to provide application advice and assistance and define requirements.
Prioritize, research, troubleshoot, and resolve application issues. As needed, identify workarounds and communicate to customers.
Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.
Contribute to documentation of industry best practices.
Ensure the Support team is proactive in pursuit of new solutions and efficiencies within applications.
Work with all levels of Support to document resolutions and continually drive first call/first touch resolution.
Identify, document, confirm product defects.
May be asked to train and mentor other Support members.
May be involved in deployment or training opportunities internally and with customers.
Duties and technical issues may sometimes require extended work hours, including weekends and holidays.
Consistently demonstrates Accruent's values: Customer Obsessed, Strategic, Courageous, Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS.
Completes other duties as assigned by Accruent management.
KNOWLEDGE, SKILLS & ABILITIES
Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds.
Works well in a team environment, as well as independently.
Strong troubleshooting and problem solving skills.
Familiarity with industry best practices.
Ability to multi-task and prioritize multiple projects/clients simultaneously.
Highly organized and detail-oriented; strong organizational skills.
Strong interpersonal and leadership skills.
Enjoys and excels at problem solving and assisting others.
Ability to make sound decisions based on customer needs and product knowledge.
Self-motivated and able to work under pressure to deliver high-quality solutions.
Ability to anticipate potential problems, determine and implement solutions.
Ability to express and understand complex software and application concepts.
Ability to diplomatically deal with angry/irate customers.
DESIRED SKILLS/EXPERIENCE
High School Diploma or Equivalent Required. Bachelor's degree in related discipline preferred.
Prior experience in a software support role or role that required troubleshooting.
Experience with software and/or database languages.
One year of Accruent product experience strongly preferred.
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