Software Support Representative

Indian Trail, NC
Customer Support
Full-time
WorkWave is building a team of motivated, organized, energetic, and empathetic professionals with strong customer advocacy skills to help our field service clients navigate software applications. If you love to troubleshoot issues, have a natural curiosity to learn new things, and are driven to help customers, then this position is for you!

We are looking for a Software Support Representative to join our Customer Care team in our Charlotte, NC area office.


WHAT YOU'LL DO:

• Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency
• Gather customer information to determine issues by evaluating and analyzing reported symptoms
• Identify and escalate priority issues; directing cases to appropriate teams and resources as needed
• Replicate customer-reported issues, capturing necessary information per standard processes
• Accurately process and record call transactions
• Offer product or workflow alternative solutions where appropriate
• Organize ideas and communicate messages appropriate to listeners and situations
• Proactively follow up and make scheduled call-backs to customers when necessary
• Stay current with system information, changes and updates

WHAT YOU'LL NEED:

    • Experience with relational database tools – SQL knowledge
    • Ability to educate and explain technical or process-heavy information to non-technical end-users
    • Results-oriented professional consistently delivering in an evolving environment
    • Polished written and verbal communication skills 
    • We look for empowered out of the box thinkers who are able to solve day to day issues
    • Team oriented and work well with others to get the right answers quickly
    • Bachelor's degree

WHAT WOULD ALSO BE AWESOME:

    • Accounting experience or knowledge of a service industry software application
    • Experience working with modular, integrated software applications
    • Experience with Microsoft Windows desktop and server operating systems and platforms
    • Familiarity with report design tools – Crystal Reports knowledge preferred
    • Knowledge of networking and network equipment
A FEW WORDS FROM THE HIRING MANAGER:
"We are looking for someone that loves solving sometimes complex problems, is driven by a desire to help others and is committed to excellence.”

WHAT YOU SHOULD KNOW ABOUT US:
• We are laid back but buttoned up. We have a casual work environment with a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
• We give a damn and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• We embrace quirkiness by openly accepting others as they are and building strong partnerships based on trust
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!

RELAX, WE'VE GOT YOU COVERED:
• Employees can expect a robust benefits package, including health and dental, generous paid time off and 401k with company match

AND BEYOND...
• Tuition reimbursement
•Financial wellness and employee discount programs
•Health and wellness focused work environment - optional standing desks and office fitness challenges
•Charitable donation match program
•Opportunities to participate in charitable events and give back to the community

GROW WITH US:
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!

JOIN OUR WINNING TEAM!
• 7 Time winner of Best Place to Work in New Jersey by NJBiz
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine