Level 1 Support Specialist in VSoft Corporation

Job DescriptionJob Title: Level 1 Support SpecialistDepartment: SupportLocation: 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 neededExperience 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 requiredBenefits Offered:Bank Holidays (11 per year)Birthday Holiday2-weeks vacation2-year anniversary – 2 weeks, 2 days4-year anniversary – 3 weeks8-year anniversary – 4 weeks1-week personal time (prorated depending on start date)Medical InsuranceDental InsuranceVision InsuranceCompany Paid Life InsuranceCompany Paid Short-Term DisabilityVoluntary Life InsuranceVoluntary Long-Term DisabilityAccident PlanCancer PlanHospital PlanUniversal Life with Living Benefits Plan401(k) – Traditional and Roth Show more Show less Должностной уровень Молодой специалист Тип занятости Полный рабочий день Должностные обязанности Другое Отрасли Информационные технологии и услуги