Software Support Specialist

Location: Remote

About the job

Storable 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

Working Days: Monday - Friday
Days Off: Saturday - Sunday

Shift Hours: 8:00 am to 5:00 pm EST

What you'll do

Incident Handling

Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system
Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed
Classify incidents based on severity and priority
Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents
Investigate and resolve incidents with no known solution
Collaborate with other team members to assist them with resolution of incidents
Contribute and update our Knowledge Base and Communities
Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests
Ensure 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 deadline

Incident Escalation

Troubleshoot technical issues with clients using learned product knowledge and support processes
Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
Replicate and log reported bugs in bug tracking system
Escalate cases to Escalation or R&D Engineers when required
Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer

Customer Care

Attend virtual and classroom based training classes
Complete certifications for company products
Complete training for complementary 3rd party products
Use appropriate discretion in handling critical client calls and escalating calls to management
Perform each duty above with our customers' satisfaction as your number one priority.
Assist in training new Technical Support team members
Contribute new content to the Support Knowledge base
Work shift rotation to cover evenings, public holidays and weekends

What You’ll Need

Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
Computer/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 preferred
Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
Excellent knowledge of customer service principles and practices with previous customer service experience
Proven 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 procedures
Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
Ability to follow department processes and procedures
Experience utilizing CRM systems

Bonus Points

Advanced Website knowledge, DNS + AWS backend experience
Intermediate desktop OS knowledge, understanding file paths on a local PC
Experience using remote tools to troubleshoot
Basic knowledge of how businesses reconcile payments and revenue
Intermediate network communication, network security, network administration and wireless networking knowledge
Understanding of payment processing, troubleshooting EMV devices
Proficiency supporting multiple versions of Windows
Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable 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, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.

About Us

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com.

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Benefits and Perks

Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
401(k) match after 60 days, 100% vested after 1 year.
Employer contribution to your HSA, plus an HRA to help offset your deductible.
Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
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.
8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
8 hours of Rest, Relax, Recharge time to care for your mental health.
Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops.
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 care for aging dependents or family members, if needed.
$50 monthly home data stipend, plus a home office sign-on bonus of $250.
Fertility care support options to help in your journey towards parenthood.
Access to financial experts to help you make informed decisions and achieve your financial goals.
Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

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: To protect yourself from fraudulent activities, please consider the following:

- 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 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.com

Pay Transparency at StorableAt Storable, we believe in the power of transparency to help our employees Do More and Win 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.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.

Potential Pay Range: $40,000 USD - $60,000 USD

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Software Support Specialist