Software Support Specialist

Software Support Specialist – DockMaster – Remote – Florida

DockMaster is looking to hire a highly motivated, driven Software Support Specialist to join our growing team in Florida!

The Software Support Specialist will be responsible for providing clients with industry-leading support for Dockmaster Software. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone and e-mail.

DockMaster is a financial management platform for marine and marina businesses worldwide. Customers utilize DockMaster to manage their service jobs, inventories, sales, storage agreements and customer engagement. Our business is celebrating 40 years in the marina management space, and we have a trusted enterprise solution as well as a modern web-based CRM.

Here is a little window into our company: DockMaster was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate will be based anywhere in Florida, working in a remote work model!

What your day will look like:

• Front-line Technical Support
• Respond to incoming support e-mails and calls
• Make outgoing support calls to identify and document issues defined by clients
• Research, diagnose, and resolve client issues, striving for first-call resolution whenever possible
• Accurately and thoroughly log client issues and follow up on any unresolved items to help identify issues with Dockmaster Software Products and provide detailed information on any reported issues to management
• Keep abreast of DockMaster Software Services and be able to effectively communicate with clients about these services
• Help identify any potential current client sales through product enhancements and training opportunities
• Attend all required department meetings and trainings
• Participate in paid off-hours on-call rotation approximately 2 times per Quarter

About You:

• Strong Customer service, building sustainable relationships and trust with customer accounts through open and interactive communication
• Ability to analyze data on the base level to identify issues and anomalies
• Complete understanding of GAAP accounting principles, including Accounts Receivable, Accounts Payable, General Ledger
• Ability to pick up new concepts easily with initiative to learn and self-motivate
• Ability to multi-task effectively
• Assertive and able to resolve client issues with tact and diplomacy
• Excellent communication skills required:
• Verbally communicate clearly
• Write clearly with excellent grammar and spelling in a style appropriate for business communication
• Clarify problems or issues
• Good listening skills
• Professional and courteous
• Positive attitude
• Team Player willing to actively learn DockMaster Software

Education and Experience:

• 2+ Experience in Customer Service or Technical Support
• At least a bachelor's degree or above, with Business or Accounting being preferred
• Ability to use a Windows PC with Microsoft Teams, Outlook, Word, Excel
• Marine industry, Boatyard administration or Marina experience preferred
• DockMaster Software experience preferred
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in the US

For further information about DockMaster, you can visit our website at www.dockmaster.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.