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Software Support Specialist

Company: National Automotive Experts
Location: Strongsville
Posted on: May 24, 2020

Job Description:

At this time a Software Support Specialist is needed to support the Software Development team in the performance of help desk ticket monitoring and status reporting, software testing, front-line issue support, documentation, assigned programming tasks and by adhering to a defined hourly work schedule. Role and Responsibilities:

  • Monitors and updates the status of open support tickets
  • Provides front-line support on new support tickets
  • Takes point on initial contact, communication and troubleshooting for all client calls/issues
  • Uses outstanding phone and communication skills to help trouble-shoot issues for users and gather information for the development team
  • Demonstrates patience and a willingness to further assist users through the use of tools such as Team Viewer or GoToMeeting in order to see what the user is experiencing
  • Clearly communicates issues to the development team
  • Performs initial triage on all new tickets and resolves tickets that do not require escalation to a developer resource
  • Escalates tickets that cannot be resolved by support staff to the appropriate development team resource
  • Updates support tickets with new information as the development team works through an issue
  • Assists in the resolution of software bugs by testing developed systems and documenting results/required development team actions
  • Runs reports and executes ad-hoc data requests as directed by end users and the software team
  • Supports business analyst by assisting in the creation of process and procedure manuals for developed software systems
  • Completes assigned programming tasks, under direction of the software team
  • Develops knowledge of NAE's unique business rules as they relate to our custom software systems
  • Develops software development skills and familiarity with our software platform
  • Adheres to a defined hourly work schedule
  • Takes ownership of changes and personally responsible for managing change in an upbeat positive manner.
  • Other duties as requested and assigned
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day. Qualifications and Education Requirements:
    • Previous experience in an IT/software help desk role/environment
    • Must be patient and have excellent phone and written communication skills
    • Exposure to computer programming/software development and a desire to grow those skills
    • Strong desire to transition existing skills into a software support help desk position
    • Exposure to database design and knowledge of SQL queries and views
    • An associate degree or equivalent certifications in a technical discipline is highly desired
    • High School diploma or equivalent Work Environment and Physical Requirements:
      • Normal office environment.
      • Ability to frequently sit for long periods of time.
      • Ability to occasionally walk, stand, reach with hands and arms, stoop, kneel or crouch.
      • Ability to spend extended hours in front of a computer screen and use close vision, distant vision and depth perception.
      • Ability to lift at least 20 pounds. Preferred Skills:
        • Excellent analysis, critical thinking and problem-solving skills with great attention to detail and a methodical work style
        • Strong verbal and written communication skills with the ability to document accurately and thoroughly
        • Ability to multi-task between projects
        • Must be able to work independently and in a team environment
        • Knowledge of XHTML, CSS, JavaScript, .NET, and C# considered a very strong plus
        • SQL experience preferred, specifically in relation to the creation of ad hoc reporting queries

Keywords: National Automotive Experts, Strongsville , Software Support Specialist, IT / Software / Systems , Strongsville, Ohio

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