Tier 1 Technical Support Agent

• Respond accurately to customer support requests in a timely manner, via phone or email (with a professional sense of urgency)
• Identify customer needs and help customers use specific features (identify what they’re really asking for)
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers (includes updating & maintaining product documentation)
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Maintain client relationships and follow up with customers to ensure their technical issues are resolved
• Install, upgrade, and maintain software applications
• Collaborate with other teams to resolve complex technical issues as needed
• Create knowledge base articles as needed, Note: This job description is not intended to be all-inclusive. The employee may be required to perform other duties as assigned.

SMRT Systems is a growing point-of-sale software company seeking curious, friendly candidates who are eager to learn, enjoys helping people solve problems, have strong communication skills, and who wish to join a team with exciting opportunities for advancement.

Windows & PC proficiency is a must, but new hires will be trained on our software and the various tools we use to provide Support to our clients., * Well-developed skills in problem-solving, puzzle-solving, and ‘thinking outside the box’

• Strong customer service skills with the ability to communicate technical information to non-technical users
• Experience as a Software Support or Customer Service Specialist, or similar role
• Familiarity with the dry cleaning industry is a plus
• Experience using help desk software and remote support tools is a plus
• A strong sense of time management
• Self starter

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Opportunities for advancement, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance