SimpleConsign Technical Support Specialist Columbia, MO · Full time

As a Technical Support Specialist, you will be responsible for providing world-class software and hardware support to our rapidly-growing customer base.

Description

Job Title: Technical Support Specialist

Reports to: Manager of Technical Support

Department: Post-Sale Services

Company: SimpleConsign

Type: Full-time/Salaried

Location: Columbia, MO (on-site)


About Us:

SimpleConsign is a leading provider of innovative and user-friendly SMB B2B software solutions designed to streamline inventory management and enhance retail operations. Our suite of products caters to the unique needs of small and medium-sized businesses, empowering them to thrive in the dynamic market landscape. As we continue to grow, we are seeking an ambitious and customer-centric Technical Support Specialist to join our team to ensure our customers receive optimal satisfaction by delivering high-quality and timely technical support.


Job Description:

The Technical Support Specialist plays a pivotal role at SimpleConsign, focusing on assisting customers with technical issues, providing thorough training, and ensuring the smooth operation of our software across various store environments. This role involves direct interaction with customers, solving problems in real-time, and contributing to the continuous improvement of our software solutions.


Responsibilities:

  • Technical Support: Offer assistance for both software and hardware, resolving technical issues through email and over the phone while connected to the customer's computer via remote login
  • Training: Educate users on the SimpleConsign software, tailoring the training to fit consignment, buy outright, and dealer mall store environments
  • Collaboration: Work closely with the Manager of Technical Support and team to analyze customer issues, initiating corrective actions and contributing to the improvement of our application
  • Triage: Troubleshoot, investigate and document suspected product-related issues and effectively communicate these to leadership and our product team
  • Innovation: Utilize technology to enhance efficiency within the team and the software's usability for customers
  • Availability: Willingness to work evenings and weekends on a rotating basis and be proactive in solving customer's problems, including making outgoing calls
  • Documentation: Create and maintain FAQs and self-serve documentation to aid customers in answering and troubleshooting common questions and issues
  • Performance: Maintain focus on efficiency by meeting or exceeding core KPI targets as defined by leadership


Requirements & Qualifications:

  • BA/BS degree or similar college-level education
  • Minimum of 1-2 years experience in a technical support or a similar role with a track record of excellence
  • Customer-centric attitude with a heart of service
  • Experience with Zendesk or other help desk-related platforms
  • Comfortable troubleshooting hardware issues with receipt and label printers
  • Proficient in both Windows and Mac environments, as well as web browsers and their extensions.
  • Demonstrated ability to learn and become an expert on new software products quickly
  • Excellent verbal and written communication skills, with a strong aptitude for problem-solving and conflict resolution
  • Knack for synthesizing complex topics into easily understood information for others to understand
  • Passionate about delivering exceptional customer service and driving customer feedback into a product improvements
  • Creative, motivated, and capable of working effectively in a team to find resolutions and streamline customer support processes


Benefits: 

  • Competitive salary and performance-based bonuses. 
  • Comprehensive health, dental, and vision benefits. 
  • 401(k) retirement savings plan with 6% company matching. 
  • Professional development opportunities. 
  • Collaborative and innovative work environment.


If you're a team player with a knack for technology and a commitment to customer success, we invite you to apply for the Technical Support Specialist role at SimpleConsign. Help us revolutionize how small and medium-sized businesses operate in the retail industry!