Job Overview Davies North America is looking for an experienced Customer Support Specialist to be the first point of contact for clients seeking assistance with our proprietary software. Reporting to the Director of Customer Support, you will provide support via phone and email, help clients resolve issues, train them on our software features, and assist them in creating customized workflows. To be successful in this role, you need to have a high-level attention to detail with ability to utilize decision making and problem-solving skills, proactive, independent, dependable, and takes initiative with consistent follow through and superb written and verbal communication skills conducted in a timely manner with diverse audiences. You must have a high school diploma or equivalent; a degree in Information Technology, Computer Science, or a related field is a plus and proven experience in customer support or a similar role, preferably within a software or technology company. Additionally, you will need to be an excellent team player with interpersonal skills and capable of working collaboratively and independently with minimal supervision. This role is a full-time, onsite position (College Station, Tx).Responsibilities and Duties
- Respond to client inquiries via phone and email, providing prompt and courteous support.
- Troubleshoot and resolve software-related issues, guiding clients through problem-solving processes.
- Provide training sessions to clients on how to effectively use our software, both one-on-one and in group settings.
- Assist clients in designing and implementing workflows that optimize their use of our software.
- Document customer interactions, issues, and resolutions accurately in our support ticketing system.
- Collaborate with internal teams to escalate and resolve complex issues.
- Gather customer feedback and provide insights to improve our software and customer service processes.
- Stay updated with the latest features and updates of our software to provide accurate and current information to clients.
- Exhibit company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
- Perform other duties as assigned
Experience and QualificationsRequired
- High school diploma or equivalent; a degree in Information Technology, Computer Science, or a related field is a plus
- Proven experience in customer support or a similar role, preferably within a software or technology company
Preferred
- Strong technical troubleshooting skills and the ability to learn new software quickly
- Excellent communication skills, both written and verbal, with the ability to explain complex concepts in a clear and concise manner
- Customer-oriented mindset with a passion for helping others and solving problems
- Ability to work independently and as part of a team in a fast-paced environment
Knowledge, Skills, and Abilities
- Proactive, independent, dependable, and takes initiative with consistent follow through
- Superb written and verbal communication skills conducted in a timely manner with diverse audiences
- Superior time management skills with capability of working with and meeting deadlines
- Excellent team player with interpersonal skills
- High level attention to detail with ability to utilize decision making and problem-solving skills
- Capable of working collaboratively and independently with minimal supervision
- Exhibit discretion with sensitive and confidential information
- Display a comfort level working with key people at all levels within an organization
- Exceptional capability to multi-task and prioritize with excellent organization and documentation skills in a fast-paced, dynamic work environment
Essential Requirements
- Must have US work rights
- Must speak English
- High school diploma or equivalent; a degree in Information Technology, Computer Science, or a related field is a plus
- Proven experience in customer support or a similar role, preferably within a software or technology company
Other DutiesThis job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the individual for this job and are subject to change with or without notice.Diversity and InclusionDavies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).Rewards and RecognitionWe embrace innovation and run an annual competition available for all colleagues to submit their ideas. The top finalists travel to the current year's competition site where they pitch their ideas to our investors. The winner receives funding to bring their idea to life and the runners up receive a reward for their involvement. Some of our colleagues have moved across into brand new positions to further develop their ideas/projects!Benefits
- Medical, dental, and vision plans
- 401k plan with employer matching
- Discretionary Time Off (Vacation & Sick/Safety) and Paid Holidays
- Life insurance, short term, and long-term disability plans
- Amazing Executive and Senior leadership as well as fabulous colleagues
Position Type, Work Environment and Physical DemandsThis role is a full-time, onsite position (College Station, Tx), salaried, exempt position that predominantly operates remotely from a professional home-based office environment routinely using standard office equipment such as computers, phones, printers, photocopiers, and scanners and requires prolonged periods of sitting at a desk while working on a computer. While performing the duties of this job, the individual will be required to regularly hear and talk. This is a largely sedentary role requiring the ability to sit at a desk, reach outward, use a phone, have use of fingers to operate office equipment such as a keyboard, mouse, phone, printer, copier, and to reach above the head, bend, or stand as necessary.#LI-ONSITE #LI-DF1