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The Associate Software Support Consultant is responsible for providing tier 1 functional support for multiple CPA Global software solutions. Responsibilities include working with customers and other analysts to triage, troubleshoot, document, and resolve support issues.
Serve as the first point of contact (via phone, email, web-based support portal) as a part of the customer support team regarding questions and issues related to multiple software products.
Interact with customers, professional services, product management, and software developers to provide advice and assistance as the customer advocate.
Prioritize and resolve quick issues. Escalate time consuming issues to tier 2 and/or senior members of team
Ramp up on product knowledge through training and mentoring from senior members of team
Maintain detailed call records for all internal and external customer interactions.
Bachelor’s degree in related discipline or a minimum of 5 years experience in a customer support environment.
Excellent verbal and written communication skills.
Works well in a team environment, as well as independently.
trouble-shooting and problem solving skills.
Ability to assist others.
Attention to detail with the ability to multi-task and prioritize; strong organizational skills.
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.
Ensure compliance with CPA Global's Code of Business Ethics and Corporate Conduct.
Experience with software and/or database languages
Basic understanding of computer networking
Prior Experience in a product support role
Experience with using Salesforce, JIRA, and/or Zendesk
Experience with standard office tools to include MS Word, MS Excel, MS Outlook.
CPA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status, or any other legally protected basis, in accordance with applicable law.
"The long term success of our business relies on our people feeling a part of what we're doing. Together, let's take the right steps to building a strong corporate culture." Simon Webster CEO.
If you have any queries please reach out to our recruitment team at this address: firstname.lastname@example.org