We are looking for a bilingual Software Support Specialist. This is a Level 1 technical assistance role in which your primary responsibility will be to provide remote support to our US-based customers. In this role, each day will be different with time spent troubleshooting and solving users’ issues and requests, providing timely customer feedback, communicating with our vendors, and helping to maintain our software system.
You will be the first person our customers reach out to for assistance so if you have a passion for problem-solving, enthusiasm for excellent customer service, and a strong command of the English language, we want to hear from you!
What is it like to work at NTI? As a member of our team, you’ll be helping us create innovative solutions to solve our customers’ business challenges. We work hard and stay focused but we never forget that the experience should be inspiring and enjoyable for the team making it all happen. Our core values are integrity; respect; sound judgment; customer-focused; results driven; giving back.
Key Duties
- Develop expert knowledge of all Alliant Systems products for support purposes. This includes all of our modules: Route Accounting, Stockroom, Mobile, Alliant Online and any future products.
- Identify, investigate, and resolve users’ difficulties with our software by troubleshooting via phone, email, and remote services.
- Guide users through a series of diagnostic actions to resolve a problem and seek opportunities to share best practices and recommendations on how to effectively use our software.
- Apply your knowledge of our software to create data manipulations that will allow our customers to use our applications to best serve their business needs.
- Collaborate with our team to switch new customers to our platform by assisting with data comparison and verification, invoice matching, and customer communication.
- Install our software and systems for customers, provide training, and follow up to ensure resolution of related open service requests and periodically install software updates as scheduled.
- Diagnose when an issue requires programming and collaborate with our developers to work through the errors in our software and recommend improvements.
- Manage multiple service requests and maintain proactive, open communication with team members and customers to ensure that issues are solved and questions are answered in a timely manner.
- Document all program, data, and customer activity in a clear, accurate, and concise manner in our service delivery platform, ConnectWise.
- Additional duties as requested.
Skills and Qualifications
- Degree in information technology or related field or, alternately, at least three years of equivalent work experience.
- Fluent in English required.
- Ability to use critical thinking and analytical skills to solve problems.
- Excellent interpersonal skills with an ability to adapt.
- Strong technical and customer service orientation.
- Effective communication skills, both written and verbal.
- Proficient with or the ability to quickly learn software.
- Ability to prioritize and manage time effectively.
- Prior experience in technical support, customer service, or similar role preferred.
Benefits
- Option to work from home.
- Friendly teamwork environment.
- Professional growth opportunities.
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What We Do
Alliant Systems is the leading provider of business management systems for textile rental companies. Our suite of software products helps operators grow their business, save time and increase revenues by improving front office, plant and route operations.
