Software Support Representative
Augusoft,Inc. is the leading SaaS company for continuing education programs. We provide an exciting, challenging and rewarding work environment that encourages personal growth. Our software, Lumens, provides an integrated product suite which allows continuing education programs to process online registrations and manage day-to-day business operations.
Develop an extensive working knowledge of the Lumens product suite. Respond promptly to requests for application assistance or problems. Advise customers on appropriate actions. Log all customer support interactions in prescribed software tool. Troubleshoot issues reported by customers and provide technical support and solutions, where appropriate. Identify and escalate situations to appropriate internal resources. Facilitate problem-solving between end user and Augusoft development staff Build/maintain the Knowledge Base for customer use Create and maintain other customer service related documentation.
Qualifications: Associates Degree or equivalent work experience is required
Essential Skills: Knowledge of customer support principles and practices. Ability to listen carefully and ask appropriate questions to understand the issue. Ability to communicate professionally by phone and email. Ability to cultivate positive working relationships with customers and coworker. Ability to effectively collect, organize and maintain data relevant to issue/request. Problem analysis and problem-solving skills. Experience assisting customers with software application questions and problems. Extensive knowledge of Internet Explorer and using web-based applications. In-depth knowledge of Microsoft Office products Word, Excel, Outlook.