Hiring Software Support Specialist

Who are we?

We are a small and stable tech company with plenty of room to grow. We’ve been around since 2001, with no investors to tie us down. Our software makes real people’s lives easier every day, letting those in the construction industry focus on what they do best.

We embrace our contradictions. We are a progressive, modern software company using the latest technology to support one of the older industries — one that tends to lag behind on the innovation front. Despite our small size, we serve clients from all over the world. We move fast by nature, but we’ll guide you as you get up to speed.

We also happen to be conveniently located about 20 feet from the nearest BART station.

Who are you?

You are a compassionate and dedicated problem-solver. You know how to take technical language and break it down for people who may have only ever used a computer for work. Your experience shows a profound capacity for patience and empathy, and a curiosity for how things could work better.

And glowing recommendations from your past customer support experience definitely wouldn’t hurt.

What’s the job?

As a Software Support Specialist, you’ll be the first point of contact for our customers. You’ll represent the company to them, but you’ll also be our customers’ primary advocate to the rest of our company. Your job is to ensure that customers get all they can out of our software. You will be responsible for providing customer support, documentation, and training.

Here’s all that in convenient list form:

Responsibilities

• Be the first point of contact for all customers’ product issues and manage the resolution of those issues to ensure customer satisfaction.
• Provide product support via phone, email, and online with patience and professionalism.
• Maintain a high level of professionalism with clients and work to establish a positive rapport with every contact.
• Update and maintain customer records in customer management system and incident tracking software.
• Become an expert in the functionality of our software. Remain current on new software features and functions.
• Develop an overall understanding of scaffolding and the scaffolding industry.
• Create clear written instructions for users.
• Communicate simply and effectively the capabilities and functionality of the software as they are relevant to the customer’s business processes and objectives.
• Inform development department of customer issues and feature requests.
• Ability to work independently and be self-starting with minimum direction.
• Serve as a customer advocate.

Skills & Experience

• Bachelor’s degree, degree in a technical or training discipline, or equivalent work experience.
• Minimum of 3 years of successful work experience in support and/or training of end-users in software, including demonstrated experience with both technical and non-technical audiences.
• Excellent spoken and written English skills.
• Strong computer skills and ability to learn new programs quickly.
• Strong familiarity with Windows/PCs and Microsoft Office.
• Excellent interpersonal skills with a genuine enthusiasm for our products.
• Creative problem-solving.
• Effective interaction within all levels of an organization – both internally and externally.
• Add value immediately to a fast-paced environment.
• Ability to identify gaps and take initiative to recommend improvements.
• Ability to work independently and be self-starting with minimum direction.
• Demonstrated ability to respond effectively to multiple conflicting priorities, manage changing priorities and respond to unexpected changes.
• Empathy and interest in other cultures.
• Scaffolding or construction business experience is a plus.

How do I apply?

A cover letter is required. It should clearly state your experience providing support and training to both technical and non-technical software users.

No matter how good the resume, applications without a cover letter will not be considered.

Please email your cover letter and resume to careers@avontus.com.

Check out our website: www.avontus.com