Alliant Systems is the leading provider of business management software for textile rental companies.Every day, industries such as hospitality, food & beverage, healthcare, manufacturing, and many more receive clean linens, uniforms, and other textiles from essential laundry operators. It is Alliant Systems' software that allows those companies to manage deliveries, track inventories, create invoices and process payments.What makes all these vital systems possible? Our amazing team. We have a culture of collaboration and innovation. We think it's fun to help our customers - and one another. We apply our skills to solve problems for our customers, answer questions and develop new software solutions to help our customers operate and grow their businesses.Alliant Systems is currently seeking a Level 1 Technical Service Representative to join our team. 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 affinity for technology, we want to hear from you!Key Duties:
- Develop expert knowledge of all Alliant Systems products for support 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 the 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 in technical support and/or help desk.
- Ability to travel.
- 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.
Additional InformationThis position has the following benefits:
- Benefits package including medical, dental, vision, and life insurance.
- 401(K) with matching.
- Friendly teamwork environment.
- Professional growth opportunities.