Remote US
inHANCE is seeking a qualified individual with a strong technical background to join their customer support team. As a Support Specialist/Analyst you will be responsible for providing exceptional customer service and software support via phone, e-mail, chat messaging and various remote connection products for our customer CIS software.
What your impact will be:
- Respond to support requests regarding software, hardware, or network operation to resolve issues when possible, or escalate tickets
- Troubleshoot and resolve product issues reported by clients within the timeframe outlined in service agreements
- Interact with clients to provide and process information in response to inquiries, concerns, and requests with products and services.
- Log and document all support requests in the CRM
- Work closely with Research and development to communicate and facilitate resolution of custom work requests, manage bug fixes and software enhancements
- Rollout software upgrades quarterly
- Learning, understanding, implementing, and training on a variety of software applications
- Creating Knowledge Base Articles, improving processes when needed and adhere to CS guidelines
What we are looking for:
- 2+ years customer service experience in a technical environment desired
- Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment
- Excellent verbal and written communication skills
- Outstanding customer service and organizational skills
- Exceptional analytical, troubleshooting and problem-solving skills
- Positive, results oriented mindset
- Ability to multi-task effectively and to consistently meet assigned deadlines
- Self-starter with ability to work well independently and in groups
- Ability to speak comfortably in front of a group of customers.
- Working Knowledge and Experience with MS Teams
- Working Knowledge and Experience with MS Office Suite
- Experience and Knowledge of SQL databases is a plus
- Experience and Knowledge with VM Environments like MS Azure is a plus
- Experience and Knowledge with Accounts Receivable and Payroll is a plus
What we offer:
- A competitive compensation package
- A casual remote work environment
- Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
- Paid Vacation
inHANCE Utility Solutions provides a well-designed suite of products for utility billing, enterprise resource planning applications, asset management, and mobile work orders. Serving more than 800 customers in the United States and Canada, inHANCE develops, sells, implements, and supports CIS and financial system software for the water and sewer utility industry. inHANCE’s easy-to-use and industry-leading solutions support essential features, including automation, e-billing, and smart meters, to help utilities streamline their operations and improve customer service.
