Become A Software Support Specialist

* Courteously, professionally and pleasantly field and respond (verbal and written) to email, voice or chat inquiries regarding the proper use of the LenderX software system, as well as supplemental product lines
* Track interactions in the proper system as instructed within expectations outlined to provide superior facts, details and reference
* Advocacy for our clients’ accounts, our business and our software through monitoring, analyzing and developing relationships with our clients to stay one step ahead
* Ongoing software learning through guided and self-motivated training as features and changes emerge for LenderX and related product lines
* Proactive thinking, detailed reviewing of the software, cases and client/user feedback and sharing of innovative ideas to move the products ahead
* Maintaining a positive attitude, open mind and effective communication with our client users, peers and management

* Promote an atmosphere that encourages collaboration, optimism and dedication.
* Answers and documents client calls from a phone queue through CRM and ticket tracking software.
* Communicates with clients while tracking progress on client issues.
* Resolves issues efficiently and effectively or determines escalation path when necessary.
* Researches issues of varying complexity while working to resolve them and communicate progress with the client.
* Installs and upgrades software on client workstations and servers.
* Assists and/or participates in the training of external and internal clients in an online or onsite training environment, including but not limited to conferences.
* Develops product and troubleshooting documentation to expand team and company knowledge.
* Suggests, analyzes, and implements processes, and/or suggests improvements.
* Provides product improvement feedback

* Actively monitor the support queues for all iON Software products (ProEdge Build and iON Pool Care) and provide timely response to customer and other support teams.
* Document all escalations and effectively communicate the issues, reproducible conditions, error codes, and suggestions for resolution.
* Keep current on all new releases for all iON Software products.
* Participate in monthly software update meetings, and provide product updates to other Vista call center technical support teams.
* Create, review, and maintain all iON Software User Guides and Videos.
* Perform the following training duties:
* Delivers software training presentations to pool/spa professionals in person and via webinar, to audiences ranging from 1 to 100+ people.
* Develops close working relationships with all industry groups within the region, including IPPSA, APSP, FPSIE and other organizations, to ensure regular and ongoing software training audiences with their memberships.
* Provides technical software training to all Zodiac field personnel within the region, including Technical Training Specialists, Territory Sales Managers, Territory Service Managers, and Field Service Technicians, with a particular emphasis on helping new team members to become well-versed on the technical aspects of Zodiac’s software.
* Deliver iON software new subscriber training via webinar and in person.
* Works closely with other Training/Marketing/Service team members and other departments (Engineering, Customer Operations, etc.) to develop a variety of software training content (slides, online coursework, videos, webinars, simulators) relevant to pool/spa professionals within the region.
* Serves as the software training “voice” in monthly service and training meetings.
* Create How-to guides in response to customer support requests.
* WHAT WE SEEK
* years of work experience in a software support or training environment.
* Very strong and polished communication (verbal and written), presentation and public speaking skills.
* Must be comfortable and poised while presenting to audiences small and large (200+ participants).
* Must be a lively and engaging presenter.
* Proven ability to make highly complex and technical information accessible to entry-level industry professionals.
* Positive and cheerful disposition, patience in dealing with “beginners”, positive attitude, willingness to help.
* Proficient in: Microsoft Office Products (Excel, PowerPoint, Word, Access), Google products.
* Familiarity with: SQL, HTML, FTP, Image Editing, Video Editing
* Successful experience in software support and business management is preferred
* Technical training experience is preferred.
* Familiarity with the swimming pool construction and service industry is preferred

* Responsibilities include, but are not limited to administrative duties and any other duties assigned by IT services.
* You must be able to apply troubleshooting techniques to identify problems and research solutions.
* College degree in Computer Science, Business or related discipline with an emphasis on Software Design, Development and Implementation or equivalent experience
* years of work experience in business, information technology or related field
* years of work experience in a distribution/manufacturing environment
* Work experience in business, information technology or related field
* Ability to translate non-technical user requirements into clinic business applications
* Available for evening and weekend on-call support as needed
* Ability to work in a collaborative manner with technical and non-technical personnel is essential
* Above average verbal and written communication skills
* Understanding of the software development lifecycle and object-oriented design
* Knowledge of SQL database objects and usage including T
* SQL query, stored procedures, functions, tables, views and indexes
* Working knowledge of Microsoft SSRS and SSIS
* General knowledge of manufacturing and distribution industries
* General knowledge of server operating systems, preferably MS Server 2008 through 2016
* Experience with server/application environments to facilitate design/implementation, improvement or troubleshooting within supported technologies
* Ability to learn and use .Net development tools and methods including Visual Studio, VB, C#
* Ability to effectively learn and apply modern technologies and programming languages as needed
* Must be detail oriented and possess excellent communication skills and organizational skills
* Kforce is an Equal Opportunity/Affirmative Action Employer.
* All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status
* Compensation

* Verify
* account requests daily; ensure all proper setup configuration and documentation
* has been completed for successful deployment.
* Perform
* triage and resolve reported incidents which have technical complexity.
* Demonstrate
* appropriate sense of urgency and ability to properly deliver issue resolution
* and/or escalation.
* Responsible
* for all tier one support, to internal and external requests, in resolving
* account setup, support, questions and issues.
* Identify
* and troubleshoot problem tickets from emails, phone calls and Customer
* Relationship Management (CRM) tasks.
* Perform
* analysis, implementations, evaluations, integrations, end-user support services
* requests and documentation.
* Coordinate
* with platform vendors regarding special setup or configuration requests, as
* well as resolution to any identified bugs or modifications.
* Document
* and record all account setup specializations, or special request which are
* implemented or modified, as well as regression test modifications to ensure
* quality control.
* Assist
* in the execution of the Company data exchange requirements; monitor and
* troubleshoot ongoing usage to ensure avoidance of non-desired results.
* Create
* account specific discount codes as needed for website accounts