Software Support Specialist

Job Title: Software Support Specialist

Reports to: Phone Support Supervisor

Department: Service

Location: 808 Timberlake Road, Fairmont, MN 56031

Position Summary: Primarily assists customers over the phone to remotely diagnose software related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment, and provides technical assistance and training to system users by performing the following duties. Provides internal support for field technicians deployed to customer facilities.

Exhibit and promote the following values:

• Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.
• Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization.
• Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations.
• Dedicated Spirit: A dedicated employee is one who takes ownership of their role and the whole organization to ensure that goals are achieved.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides phone support for Kahler customers primarily related to Kahler-produced software.
• Installs or assists service personnel in installing software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.
• Responds to customer inquiries related to Kahler software.
• Refers major software problems to the Group Leader or Phone Support Manager for remediation.
• Loads specified software packages, such as Kahler-written software, operating systems, and drivers, onto customer computers.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone.
• Instructs users in the use of equipment, software, and manuals.
• Recommends or performs minor remedial actions to correct problems.
• Provide customers or internal company groups with help desk, network services, or other information systems.
• Provide status updates and completion information to the Phone Support Manager via HubSpot data entry, voicemail, e-mail, or in-person communication.
• Effective communication and decision-making assist customers in diagnosing and resolving issues associated with Kahler equipment.
• Accommodate in-house software testing for Software Engineering and provide a written report of problems or bugs encountered internally or in the field.
• Completes ERP documentation before the end of each day as needed. Reports will reflect the time worked and all supplies and materials used.
• This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.