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Support Specialist

FormFox Salt Lake City Full-Time
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FormFox is seeking a Support Specialist to join our team!  This position is responsible for providing excellent customer service by researching and responding to customer questions, technical issues or other inquires in a timely manner.

We are looking for key individuals to help us achieve our next level of success.

SPECIFIC DUTIES:

Level 1           

  • Respond to incoming phone calls and emails from customers.

  • Receive, troubleshoot, document and resolve software issues reported by customers and users of software applications.

  • Ensure reported issues are tracked via the incident handling system.

  • Respond to questions and inquiries about the use of current and legacy software applications, via email and phone.

  • Troubleshoot and assist in maintaining various data exchange interfaces and related services.

  • Log and track all customer contacts and reported issues using CRM and provide case numbers to all customers.

  • Responsible for the final resolution of all open incidents for which they are assigned.

  • Monitor various systems for problems, taking corrective action as required to resolve system issues.

  • Escalate issues that are not resolvable to their direct supervisor or engineering staff.

  • Maintain and protect the confidentiality of all FormFox and client information.

  • Comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
     

Level 2

  • Assist with building/campus security tasks and badge access as needed.

  • Write up data interface changes for engineering.

  • Complete project tasks as assigned, including data conversion.

  • Train new customers on software products.

  • Interface with system administrators as needed.

  • Assist with testing software developments.

  • Assist with training, to include conducting training classes.

 

EDUCATION:  High School Diploma or equivalent

EXPERIENCE: 

  • 1 year experience in a tech-support, help desk or applicable customer service position.

SKILLS & ABILITIES: 

  • Must be self-starter and able to learn by multiple training methods.
  • Good oral and written communication skills.

  • Familiarity with Microsoft Applications (Outlook, Excel, Word, and Access)

  • Microsoft SQL or SQL skills or experience.

  • Knowledge of web meeting applications such as Goto Meeting, Goto Assist or remote connection tools like Remote Desktop, VNC and TeamViewer.

  • Detail oriented with strong organizational, multi-tasking and prioritization skills.

  • Strong analytical and problem solving skills.

  • Good judgment and decision making skills.

  • Punctual time and attendance.

PHYSICAL REQUIREMENTS:  Ability to operate a PC and communications equipment.

EQUIPMENT:  PC and communications equipment.

OTHER:  Some after hours, on-call, holiday and weekend hours work may be required. Travel may be necessary.

Skills required

Customer Service
Technical Support
Problem Solving
Information Technology
Troubleshooting (Problem Solving)
Customer Support
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