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Title

Enterprise Software Customer Support 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

Due to explosive growth, VertMarkets has created a brand new position for an Enterprise Software Customer Support Specialist.

This position will be responsible for handling customer service and technical support inquiries from internal and client users of Templeton. They will also be responsible for conducting regular Customer Onboarding training sessions and creating and maintaining FAQs. Lastly, they will work closely with the development team to test new feature releases, bug fixes, and enhancements for all Templeton updates to ensure changes are implemented properly.

ESSENTIAL JOB DUTIES:

CUSTOMER SERVICE and SOFTWARE SUPPORT:

  • Handle inbound queries and issues from both internal users and clients through all available Support channels (phone, email, and live-chat).
  • Resolve all issues within defined service level agreements.
  • Quickly triage and escalate critical support issues to the development team.
  • Collaborate with internal users and clients to ensure software is optimally configured, meeting their needs.
  • Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients.
  • Identify trends in client issues and recommended software enhancements.

 

USER ADOPTION, CUSTOMER TRAINING, and DOCUMENTATION:

  • Conduct regular Customer Onboarding training Sessions
  • Conduct new feature release and software update training
  • Create and maintain FAQs database
  • Create and maintain in-app guides, walkthroughs, and messaging

 

QUALITY ASSURANCE TESTING:

  • Work with development team to test new feature releases, bug fixes, and enhancements for all product updates to ensure changes are implemented properly.
 
Position Requirements

 

REQUIRED SKILLS and EXPERIENCE:

  • 3 years’ experience as support specialist in a software or technical support environment – including email, live-chat, and/or phone support.
  • Experience with Ticketing Systems ie. Zendesk, Freshdesk, Helpscout and Bug Tracking systems.
  • Technically adept with application administration and configuration.
  • Experience providing end-user training and writing software documentations such as FAQs, feature announcements etc.
  • Experience collaborating with software developers to resolve customer issues.

 

PREFERRED SKILLS / EXPERIENCE:

  • Bachelor’s degree or degree/certifications from a computer technical school
  • 5 years’ experience as support specialist in a software or technical support environment – including email, live-chat, and/or phone support.
  • Min 1 year testing experience

 

BENEFITS:

  • Competitive base salary and paid overtime
  • Medical/dental/prescription/vision coverage for you and your immediate family
  • 21 vacation/personal days in your first year
  • 13 company-paid holidays
  • 401(k) with 100% company match up to 6%
  • Company-paid short- and long-term disability insurance
  • Company-paid life insurance

 

A leader in business-to-business Web-based publishing, Vertmarkets provides its audiences with the most up-to-date news and analysis while building deeper and more profitable relationships for its advertisers. We hire world-class employees with high character, drive and discipline, and a track record of success. In turn, we provide our employees with career growth potential, a friendly work atmosphere, and excellent pay and benefits.

If you want to be surrounded by a winning team that wants everyone to succeed, submit your resume today!

 
Tags customer onboarding, software support, Templeton, software enhancements, software update training, ticketing systems, Zendesk, Freshdesk, Helpscout, Bug Tracking  

This position is currently accepting applications.

Apply Now



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