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The Role
Provides second-tier software support by investigating application, database, and server logs; reproducing and resolving issues; documenting installations and configurations; and managing escalated customer problems through resolution. Supports software pilots and launches, analyzes reports to improve customer satisfaction, coordinates with internal and external stakeholders, and meets service-level agreements. Requires strong troubleshooting, SQL, systems installation, high-availability, communication, and project coordination skills.
Summary Generated by Built In
Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training.
Key Responsibilities
· Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training
· Investigate reported issues through analysis of application logs, database logs, and server logs
· Recreate issues for verification and analysis enabling quick resolution for the customer or for further escalation as needed
· Document installation, configuration, and support of software products.
· Maintain a high level of knowledge on the products, data, and markets supported
· Take ownership of escalated issues and manage customer expectations.
· Analyze various reports to look for opportunities to improve the customer experience and drive customer satisfaction improvements
· Engage with customer during pilots and software product launches, ensuring customer needs are being met
· Partner with internal and external stakeholders to ensure goals are met.
· Ensures all tasks are completed upon within agreed upon SLA
· Other responsibilities and projects as assigned
Skills, Knowledge & Expertise
Education Level:
· Degree Qualified or equivalent; Computer Science, Business or relevant field
Qualifications:
· Three to five years related experience and/or training; or equivalent combination of education and experience
REQUIRED SKILLS AND COMPETENCIES
· Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner
· Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments
· Broad SQL skills
· Relationship building and presentations skills with customers and cross-functional teams
· Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution
· Highly self-motivated and directed, proactive, with keen attention to detail
· Excellent written, oral, and interpersonal skills
· Ability to work as part of a distributed virtual team across multiple time zones
· Familiarity with High Availability concepts such as load balancing, failover, and application servers
· Ability to manage special projects requiring coordination team members, customers, and other resources
· Knowledge of bank branch processes
· Knowledge of retail cash management processes
Job Benefits
Pay Range: $ 71,714 - $89,642 pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.
Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
- 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
- Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
- MDLive – 24/7 Virtual Doctor plus a Nurse Line
- Dental insurance
- Vision insurance
- FSA / Dependent Care
- Voluntary Life Insurance
- Basic Life insurance and AD&D – Company paid
- Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
- Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
- Paid Sick days based on City/State requirements
- Paid Holidays – 9 to 11 days based on start date
- Professional development assistance
- Education assistance
- Adoption Assistance
- Legal and ID Theft plans
- Annual Bonus opportunity
- Opportunities for internal promotions/career advancement
About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect. Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.
Skills Required
- Degree or equivalent education, preferably in Computer Science, Business, or a related field
- Three to five years of related experience and/or training, or an equivalent combination of education and experience
- Ability to troubleshoot complex systems and resolve issues using available resources
- IT experience installing and testing complex software solutions in Windows, Linux, Citrix, and web environments
- Broad SQL skills
- Customer and cross-functional relationship-building and presentation skills
- Strong problem-solving, analytical, organizational, written, oral, and interpersonal skills
- Ability to work proactively as part of a distributed virtual team across multiple time zones
- Familiarity with high-availability concepts, including load balancing, failover, and application servers
- Ability to manage special projects involving team members, customers, and other resources
- Knowledge of bank branch processes
- Knowledge of retail cash management processes
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The Company
What We Do
Glory Global Solutions is a pioneer in developing and manufacturing cash handling machines and systems, providing integrated cash-transaction solutions that automate cash processes for retailers, financial institutions, and gaming operations.
