Storable
Software Support Specialist
Storable, Little Ferry, New Jersey, us, 07643
Software Support Specialist Tier 2Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle.Shift Days :Primary Days: Saturday - Wednesday (Thursday/Friday off)Shift Hours :9 PM - 6 PM ESTLocation :Fully RemoteWhat you will do :Incident Handling:Register incidents received by web, chat, e-mail, and phone in the CRM systemClassify incidents based on severity and priorityUtilize existing Knowledge Base, manuals, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced teamInvestigate and resolve incidents according to knowledge-based articlesContribute and update our Knowledge Base and CommunitiesFollow standard processes and proceduresAccept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request, and manage aging of assigned requestsEnsure service level standards are achieved (as defined by the Technical Support management team)Handle interruptions well and move between tasks with ease while still meeting deadlineIncident EscalationCollaborate with Senior or Principle Support Engineers on complex cases when appropriateReplicate and log reported bugs in bug tracking systemEscalate cases to Escalation or R&D Engineers when requiredPossess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiriesWork with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customerCustomer CareAttend virtual based training classesComplete certifications for company productsComplete training for complementary 3rd party products where neededUse appropriate discretion in handling critical client calls and escalating calls to managementPerform each duty above with our customers' satisfaction as your number one priorityAssist in training new Technical Support team membersContribute new content to the Support Knowledge baseWhat you will need :Bachelor’s degree in Business Applications, Computer Science, or a related field is desiredComputer/IT Certification a plus (or equivalent years of work experience)At least 2 years of product support experience, preferably in a support analyst or technical support position preferredExcellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstancesExcellent phone skills, which include actively listening and developing effective questioning techniques to resolve issuesExcellent knowledge of customer service principles and practices with previous customer service experienceProven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting proceduresExcellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipmentA positive, professional, solution-oriented, enthusiastic, and team-oriented attitudeDemonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlinesAbility to follow department processes and proceduresExperience utilizing CRM systemsBonus Points :Intermediate desktop OS knowledge (PC and Server), including understanding environment variables and writing and troubleshooting batch filesIntermediate network communication, network security, network administration, and wireless networking knowledgeIntermediate virtualization knowledge with the ability to configure and troubleshoot virtual environmentsIntermediate knowledge of IIS and web servicesIntermediate experience supporting mobile appsProficiency in supporting multiple versions of WindowsProficiency in supporting several major web browsers such as Internet Explorer, Chrome, Firefox, or SafariPay Transparency at StorableAt Storable, we believe in the power of transparency to help our employees Do More and Be More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.
We’re happy to discuss compensation further during the interview process because we believe that open communication leads to better outcomes for everyone. We’re committed to creating an inclusive environment where all employees are valued for their unique skills and contributions.
By applying to work with us, you agree to this pay transparency policy and to the idea that transparency leads to growth, both for individuals and for our company, Storable, as a whole. The range listed below is only representative of base salary. Every role at Storable has a variable incentive. Please talk to your recruiter about the variable pay plan and earning potential for this role.Position pay range
$44,000
—
$58,000 USD
All applicants must be currently authorized to work in the United States on a full-time basis.Location: REMOTEStorable is a fully distributed company, but is currently only registered for employment in certain states.
To be eligible for employment, you
must
reside in the following states: AL, AZ, CA, CO, CT, DE, FL, GA, ID, IL, IN, KS, LA, MD, MI, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WYAbout Us:At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That’s why we’ve built the industry’s first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution.We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.Benefits and Perks:
Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.401(k) match after 60 days, 100% vested after 1 yearEmployer contribution to your HSA, plus a HRA to help offset your deductible.Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered.Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshopsWe offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.Early Wage Access with DailyPay, this is an
optional
benefit that allows you to get your pay any time before payday and easily track how much you’re making.Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.Important Notice : Protect Yourself from Fraudulent Activities Targeting Job SeekersWe’ve been made aware of fraudulent activities where an individual or group is pretending to represent Storable, attempting to deceive job seekers by using our company's good name and stellar reputation.To protect yourself, please consider the following guidelines:-
Official Communication : All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.-
No Unsolicited Offers : We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.-
Verification : If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please directly contact our HR department directly at POps@storable.com for verification.Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to
POps@storable.comWe’re committed to ensuring a transparent and secure hiring process.Thank you for your vigilance and interest in joining our team.
#J-18808-Ljbffr
We’re happy to discuss compensation further during the interview process because we believe that open communication leads to better outcomes for everyone. We’re committed to creating an inclusive environment where all employees are valued for their unique skills and contributions.
By applying to work with us, you agree to this pay transparency policy and to the idea that transparency leads to growth, both for individuals and for our company, Storable, as a whole. The range listed below is only representative of base salary. Every role at Storable has a variable incentive. Please talk to your recruiter about the variable pay plan and earning potential for this role.Position pay range
$44,000
—
$58,000 USD
All applicants must be currently authorized to work in the United States on a full-time basis.Location: REMOTEStorable is a fully distributed company, but is currently only registered for employment in certain states.
To be eligible for employment, you
must
reside in the following states: AL, AZ, CA, CO, CT, DE, FL, GA, ID, IL, IN, KS, LA, MD, MI, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WYAbout Us:At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That’s why we’ve built the industry’s first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution.We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.Benefits and Perks:
Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.401(k) match after 60 days, 100% vested after 1 yearEmployer contribution to your HSA, plus a HRA to help offset your deductible.Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered.Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshopsWe offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.Early Wage Access with DailyPay, this is an
optional
benefit that allows you to get your pay any time before payday and easily track how much you’re making.Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.Important Notice : Protect Yourself from Fraudulent Activities Targeting Job SeekersWe’ve been made aware of fraudulent activities where an individual or group is pretending to represent Storable, attempting to deceive job seekers by using our company's good name and stellar reputation.To protect yourself, please consider the following guidelines:-
Official Communication : All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.-
No Unsolicited Offers : We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.-
Verification : If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please directly contact our HR department directly at POps@storable.com for verification.Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to
POps@storable.comWe’re committed to ensuring a transparent and secure hiring process.Thank you for your vigilance and interest in joining our team.
#J-18808-Ljbffr