Software Support Specialist

Software Customer Service SpecialistSeeking a motivated individual for a frontline Tier 1 position providing excellent product and technical support to all customers. EMS Technology Solutions is a leading provider of cutting-edge technology solutions. We pride ourselves on innovation and delivering customized solutions to meet the unique needs of our diverse clientele.The Right Fit for the Role:Candidates should have excellent skills in communication, critical thinking, and the ability to help others understand the Operative IQ system. Candidates with proven experience troubleshooting technical issues and solving problems will do well in this role. This individual should be able to think of alternative solutions and ways to resolve issues, be able to quickly learn our proprietary software, and be very comfortable navigating web-based software. This individual will need to know how to hold a consultative conversation as there is no script to follow and calls can last from 5 minutes to an hour plus. This is NOT a call center position, and THIS IS NOT A REMOTE OR HYBRID POSITION.Job Description:As a Customer Service Specialist, you will play a crucial role in representing our company as a subject matter expert. We are looking for individuals passionate about helping customers and who have a genuine interest in driving improvements for customer satisfaction.Serving as the main point of contact for our clients, including basic and complex questions, some general training, reporting and business process recommendations as needed. Another key component is the ability to drive business reporting analytics to provide customer education, including designing new ports and dashboards for customers usable across the entire client base.Primary ResponsibilitiesRespond to customer inquiries in a timely manner regarding the Operative IQ software program through either telephone, web meeting or emailIdentify and escalate issues to Tier 2 Support after exhausting efforts to resolve a given caseAssist Clients in the creation and analysis of management reportsSubmit Feature Requests as neededRecord all customer interactions within internal CRMProvide basic site training to customers on an as need basisOther duties and special projects may be assignedQualifications:Experience supporting software business applicationsAbility to see a task/project through from beginning to endExcellent follow-up skillsGood interpersonal skills and outgoing personalityTruly enjoy working with customers, resolving issues and developing relationships with customers by conducting consultative type client callsAbility to speak and write clearly and accurately for customer responses and for building help documentation and videosAnalytical skills necessary to assist in report buildingAttention to detail and accuracyEffective listening skills2+ years related experience and/or trainingBachelors degree preferredExperience in Emergency Management a plusMicrosoft Suite experience preferredSaaS, Salesforce, Camtasia experience a plusBenefits:Health Care, Dental and Vision Benefits401K with Company Match and Profit-Sharing PotentialEmployer Paid Life InsuranceCompetitive Salary3 Weeks Paid VacationStandard Office Hours 8:30AM to 5:00PMOffice environment

(not a remote/hybrid position) , our offices are in Austell, GACompany OverviewFounded in 2007, EMS Technology Solutions is a growing privately held company with a Software as a Service product called Operative IQ. Operative IQ is the leading provider of inventory management, asset management, fleet maintenance, narcotics tracking and RFID solutions for the First Responder industry.Operative IQ has experienced steady growth over the years allowing us to build an exciting product and amazing relationships with our clients. We continually invest in the companys products and services, employees, and clients by seeking talented individuals that are passionate about the future.Culture is very important at Operative IQ so, the ideal candidate will be brought into a welcoming, family-friendly company with a desire for healthy work-life balance. Our work environment is casual, our office amenities are great, and travel for tradeshows, customer visits and events are fun. We work hard, enjoy what we do and who we serve, and you will get to make a tremendous impact as a member of the Sales Team.Our offices are in Austell, GA to accommodate employees commuting from Marietta, GA, Kennesaw, GA, Smyrna, GA, Powder Springs, GA, Woodstock, GA, Dallas, GA and Atlanta, GA.EMS Technology Solutions is an equal opportunity employer and does not discriminate based on race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. References and a background check may be requested as a term of employment.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offParental leaveVision insuranceSchedule:Monday to Friday - 8:30AM-5:30AMExperience:Technical support: 1 year (Required)Windows: 1 year (Required)Work Location: In person