About the job
Software Support Specialist - Enhanced Support Services
Join Storable, a leader in the self-storage industry, as a Software Support Specialist on our dynamic Support team. We pride ourselves on providing exceptional customer service and enriching the self-storage experience for our clients.
In this role, you will deliver a friendly, enthusiastic, and personalized support experience, ensuring our customers feel valued and understood. You will play a crucial role in bridging knowledge gaps and resolving a variety of complex issues through innovative problem-solving, empathy, and critical thinking.
Working Hours:
Monday - Friday: 10 AM - 7 PM EST
Saturday: 9 AM - 6 PM EST
Days off: Sunday & TBD
Training Period: 6 weeks (Monday - Friday, 11 AM - 8 PM EST)
Your Responsibilities:
- Handle customer incidents primarily via phone, accurately logging inquiries in our CRM system.
- Manage a limited volume of email cases, making outbound calls to resolve issues if necessary.
- Utilize existing Knowledge Base articles and resources to effectively address incidents.
- Investigate and resolve unique issues that may not have predefined solutions.
- Collaborate with team members to enhance incident resolution processes.
- Adhere to established procedures and maintain ownership of customer requests, providing timely updates.
- Ensure adherence to service level standards as defined by the Technical Support management team.
- Effectively manage interruptions and switch between tasks while meeting deadlines.
- Participate in after-hours support rotation.
Incident Escalation:
- Diagnose technical issues using knowledge of our products and support processes.
- Maintain an intermediate understanding of products and escalate complex inquiries as needed.

