Software Support Specialist

Job Description

Must be located in the Eastern Time Zone and able to work Eastern Standard Time (EST) hours.

The Software Support Specialist serves as a critical point of contact for our clients, ensuring timely and effective resolution of software-related issues while providing top-notch customer service. This role involves trouble shooting software problems, assisting user with application functionalities, and educating customers on software best practices.

Typical duties include, but are not limited to:

• Responding to client inquiries via various communication channels, providing solutions, and ensuring a seamless customer experience.

• Working with a team of support specialists to provide training to customers on GreenSoft’s GDM Software.
• Supporting and updating the customer support content, including but not limited to: Users Guides and Release Notes, and Instruction Manuals
• Maintaining deep expertise in our software features, workflows, and integrations.
• Creating Workflow documents for key customers on how to use the GDM software to meet with their compliance reporting objectives
• Documenting issues and resolutions in a ticketing system to track trends and report to management.
• The Software Support Specialist’s performance will be measured by effectiveness, value added contribution, and completion % in the following areas.
• Effectiveness on providing customers with documentation on specific software features and demonstrating workflow through the GDM Software.
• Satisfactory survey on software training, monitoring, tracking and resolving customer support requests.
• Collaborating with the development team to roll out feature requests and updates.
• Conducting training sessions for users to enhance their understanding of software functionalities.

GreenSoft maintains a robust Information Security Management System (ISMS) which all employees are required to adhere to. Software Support Specialist’s ISMS requirements include:

• Adhering to the information security policies and procedures.
• Understanding of the information security requirements for each project.

• Ensuring compliance with data protection and security protocols while handling protected data

Requirements

•  Professional Certification or College Degree in a technical related field.
• 1-3 years proven experience in software support or technocal support roles
• Prior knowledge of global compliance regulations a plus.

• Strong interpersonal, communication, facilitation, leadership and presentation skills adept in providing customer support
• Strong analytical, problem solving, and time management skills.
• Ability to work independently and with minimal supervision.
• Demonstrated ability to work in a small team setting.
• Good computer skills, proficient with MS Office applications SLQ Database and XML knowledge a plus.
• Excellent verbal, written, and organizational skills with demonstrated ability to execute assignments on time.
• Candidates will be required to complete an Excel/technical skills assessment as part of the interview process

Benefits

Paid Time Off

• 10 paid company holidays per year
• Two weeks (10 days) of paid vacation per year

Health Insurance

• A portion of the cost of medical insurance is paid by GreenSoft
• 100% of Dental and Vision insurance is paid by GreenSoft

Health Incentive

• Eligible for the GreenSoft Health Incentive of $1.00 per day per calendar year
• Paid upon submission of the appropriate documentation

Payroll Taxes

• Any employer portion of payroll taxes is paid by GreenSoft
• All other payroll-related taxes are the responsibility of the employee

Retirement Plan

• Eligible to participate in the company 401(k) retirement plan after the applicable waiting period

Additional Voluntary Benefits (Employee-Paid)

• Short-term disability insurance
• Accident insurance
• Cancer insurance
• Hospitalization insurance
• Critical illness insurance

THIS JOB DESCRIPTION IS SUBJECT TO CHANGE WITHOUT NOTICE. GREENSOFT TECHNOLOGY, INC RESERVES THE RIGHT TO REVISE, DELETE AND ADD TO THE PROVISIONS OF THIS JOB DESCRIPTION AT ANY TIME WITHOUT FURTHER NOTICE.  ALL SUCH REVISIONS, DELETIONS OR ADDITIONS TO THE JOB DESCRIPTION MUST BE IN WRITING AND MUST BE SIGNED BY THE PRESIDENT AND/OR DIRECTOR OF PROJECT MANAGEMENT OF GREENSOFT TECHNOLOGY, INC.  NO ORAL STATEMENTS OR REPRESENTATIONS CAN CHANGE THE PROVISIONS OF THIS DOCUMENT