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Software Support Representative
Ref No.: 17-00419
Location: Salt Lake City
Software Support Representative

We are looking for an experienced Software Support Representative for our client, Priority Dispatch located in Downtown Salt Lake City, UT. This position will work with Support, Sales, and Research & Development to troubleshoot, install and provide general support of various software products. Will also perform some internal helpdesk functions such as providing expertise, assistance, and project coordination necessary to install computer software products. This position requires a high level of Customer Service.

Here are a few things you'll likely find yourself doing in this role...
  • Supports Priority Dispatch System software for emergency communication centers
  • Investigates user problems and identifies their source, determines possible solutions and implements them
  • Help clients troubleshoot and setup their system to effectively run PDC's software
  • Is on-call to provide support for out of hour and holiday periods as assigned by management
  • Ability to instruct individuals with various levels of computer skills
  • Follows up with clients in a timely manner
  • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
  • 60% - Software Phone/Email Support
    • Answers phone calls from clients seeking assistance with the Company's software
    • Assist clients with troubleshooting, installing, and configuring the Company's software
  • Assist internal groups with software upgrades, questions, etc.
  • Conduct testing on new release software when necessary and report results to Quality Assurance, /Development and management accordingly
  • 30% - Software Support Follow-up
  • Reports client feedback to Quality Assurance
  • Responds timely to client emails
  • Follows up with clients to ensure issues are resolved
  • 10% - Miscellaneous
  • Travels to client sites for installations, configurations, and training
Here's what you need to have...
  • A minimum of 3 years call center experience or other relatable customer service experience
  • This position continually requires a high level of interpersonal skills, with the ability to communicate technical information to nontechnical personnel in both verbal and written formats
  • The ideal candidate must have organizational skills and ability to establish priorities
  • Ability to rotate work hour shifts between the hours of 6:30 a.m. to 5 p.m. Monday through Friday
  • Must have prior Customer Service phone and email experience supporting Tier 1 and Tier 2 technical and software support type questions
  • Ability to learn and support new systems and applications
     
About SEARCH Group Partners:
SGP provides professional talent acquisition and consulting services. The services we offer include temporary, temporary-to-hire, permanent placement, executive search, consulting, interim management transitions, on-site solutions, outsourcing, talent development and human resources. SGP believes in and understands the importance of investing time into both our clients and candidates. We know what it takes to forge successful, professional, long-lasting relationships and partnerships. We represent an exclusive network of professionals and take the time to get to know every one of our clients and candidates personally.


At SEARCH Group Partners, we celebrate and support diversity and are proud to be an Equal Opportunity & Affirmative Action employer. In order to comply with federal regulations, we maintain records of the race and gender of applicants. For this reason and this reason only, we ask that you indicate your gender, race and ethnicity. If you do choose to answer these questions, this information will not affect your being considered for employment opportunities for which you are qualified.