Software Support Representative

Summary

Software Support Representatives answer incoming phone calls and troubleshoot customer technical problems with computer software and hardware. The role involves installing, modifying, and making minor repairs to software installations, as well as providing technical assistance and training to system users.

Job Details

Work Set-up: Work-from-home

Schedule: Monday–Friday, 7:00 AM – 4:00 PM PST

*Following US holidays

Essential Duties and Responsibilities

• Assist in resolving customer needs and answer client complaint calls
• Train support staff to load proprietary software packages such as Trojan Stand Alone, Trojan Managed Care, DrDirect, Express Collect, and Dentifi
• Train support staff to install or assist service personnel with software installation; retrain staff when necessary
• Act as a client liaison for vendor issues during troubleshooting
• Meet department production expectations for Days to Install (DTI)
• Recommend or perform minor remedial actions through troubleshooting
• Work with assigned offices to obtain data related to Dentifi Exception reports
• Assist clients with software updates and proactively remind clients to update
• Provide updates, status, and completion information through Help Desk tickets, voicemail, email, instant messaging, or in-person communication
• Complete follow-ups and update open memos until issues are resolved
• Replace defective or inadequate software packages
• Assist other employees with troubleshooting as needed
• Attain a high level of knowledge regarding troubleshooting, company information, and vendor processes
• Handle Dentifi-related issues for eligibility, dental benefits, plan matching, and linking

Qualifications

• Bachelor’s degree from a four-year college or university, or a minimum of three (3) years of related experience, or an equivalent combination of education and experience
• CompTIA A+ Certification preferred
• Proven experience providing technical support for computer software and hardware
• Ability to troubleshoot, install, modify, and perform minor repairs on software installations
• Strong knowledge of Microsoft Office Suite
• Basic understanding of networking concepts
• Comfortable working with various Windows operating systems (server and client editions)
• Ability to read, analyze, and interpret technical procedures and documentation
• Strong written communication skills for reports, business correspondence, and procedural documentation
• Strong verbal communication skills with the ability to effectively explain technical concepts to clients, users, and internal stakeholders
• Demonstrated problem-solving and analytical skills, with the ability to work with limited information
• Customer-focused mindset with the ability to manage client concerns and complaints professionally
• Ability to work collaboratively with internal teams, vendors, and clients
• Willingness to adjust work schedules as needed to accommodate trainings
• Ability to manage job-related stress, accept feedback, and maintain professionalism under pressure