Customer Support Specialist

Customer Support Specialist – Remote – US

We are hiring at Alliance Enterprises for an experienced Customer Support Specialist to join our Customer Service team in the US!

The successful candidate will have at least 1+ years of recent customer support experience in a software setting!

Employment Type: Full Time, Salaried Non-Exempt

Experience Entry to Intermediate Level

Salary Range $42,000 - $55,000

Industry Software, Information Technology and Services

This position works under general supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.

Alliance Enterprises develops software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, Alliance has led the way in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Here is a little window into our company: Alliance Enterprises 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 candidates can be based anywhere in the US, working in a remote work model!

What your day will look like:

• Troubleshoot support issues of a proprietary case management system
• Utilize internal and external tools to achieve a positive outcome for our customers
• Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products, to also meet federal reporting or accessibility requirements
• Demonstrate the ability to adapt to an ever-changing software development life cycle, including modern technologies and requirements
• Maintain quality case documentation, including formatting standards and styles
• Maintain case movement expectations
• Understand specifications and basic code-reading skills
• Communicate clearly for assigned duties, both written and spoken Identify and communicate potential issues proactively
• Participate in daily scrums
• Participate in weekly support triages
• Participate in support training activities

About You:

• High school diploma or GED required
• 1+ years of recent customer support experience in a software setting is required
• 1+ years’ experience in Technical support and strong troubleshooting skills  
• Previous experience supporting proprietary database software is highly desirable
• Skilled in relational database management systems (RDBMS)
• Skilled in Microsoft Internet Information Server (IIS)
• Skilled programming skills or Visual Studio experience
• Ability to collaborate with customers on issues and inquiries with minimal supervision
• Ability to work cases within contractual service level agreements
• Proficient in Microsoft Office, Word, Excel, PowerPoint, and Teams
• Ability to provide timely updates on assigned work to relevant stakeholders
• Skilled in the software development life cycle (SDLC)
• Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN
• Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures
• Skilled in analytics using Power BI or Tableau
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in the US

For further information about Alliance Enterprises, you can visit our website at www.allianceenterprises.com

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

Benefits

Employees are covered by medical, dental, vision, and AD&D insurance. Alliance offers a 401k plan in addition to 11 paid holidays and an unlimited paid time off (PTO) Policy. Employees may also receive discretionary bonuses throughout the year.