Software Customer Technical Support Specialist (Entry-Level)

COMPANY:
etfile
DEPARTMENT:
IT / Customer Service
LOCATION:
US-MA-Westborough
Benefits:
Medical, Dental, PTO, Holidays, 401K w/match
STATUS:
Full time, Employee
EDUCATION/
Experience:
Bachelor's Degree or at least 1-2 years' customer service and software technical support call center experience.
Job Opening
etfile(TM) has an immediate opening for an entry-level Software Customer Technical Support Specialist. This position works closely with the user community as a primary contact for all software support assisting with usability issues, operational definitions, change requests, and enhancements to our software application, etfile(TM).
o Be proficient with tracking cases from open to close and documenting call resolution
o Be able to independently analyze data and develop appropriate solutions
o Respond to client's cases to diagnose / troubleshoot complex support problems that may include researching system environments, configuration, permissions and interoperability with other software and provide guidance by email, or by phone if required.
o Repair problems via remote access on client system installations
o Replicate customer problems, test fixes and document solutions for use by the Software Support Team
o Contribute to knowledge database for each software component supported, by working alone or in a team-based environment, to establish best practices
o Perform software installations and upgrades for clients
o Maintain up-to-date knowledge of Windows OS issues and Microsoft Office
o Special projects as assigned
Desired Skills & Experience but not needed to apply
o At least 1-2 years' software technical support call center experience and knowledge coupled with strong customer services skills
o Hands on experience with SQL server, scanning, imaging, Microsoft Office, browsing knowledge-bases for answers to questions
o Bachelor's Degree in IT related major
etfile, is an Equal Employment Opportunity employer that values diversity within the workplace and also
offers and encourages room for internal corporate growth.
www.etfile.com

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