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Experienced Technical Support Specialist - technical support - job employment

City: Phoenix
Date: 06 Oct 2017
Category: Technical Support

CXT Software, a leader in providing automation technology to expedited delivery and distribution businesses, is seeking an experienced Technical Support Specialist . The successful candidate will exhibit strong technical, problem-solving, and communication skills and at least three years of experience working in a technical support role providing enterprise level support is required.

At CXT Software, technical support is a top priority, and we are recognized for providing responsive, professional, and courteous support to our nationwide customer base. We are seeking candidates with strong communication skills, empathy, and the patience necessary to ensure a common understanding with non-technical customers and create positive encounters. This will be an exciting opportunity to join a growing company in an expanding industry to help cultivate a superior technical support experience.

What would make you a great match:

Three years of experience providing enterprise level technical support
Excellent interpersonal communication skills
Excellent ability to troubleshoot
Comfortable asking questions and elevating issues if they are beyond your capabilities
Excellent ability to organize work, and adjust work based on priority
Excellent ability to multitask to handle several customer issues at once
Comfortable working on a team with other Technical Support Specialists
Comfortable training and coaching teammates
Ability to work from home without close supervision

What will you do:

Respond promptly to all support phone calls and support tickets submitted via our web-based customer support portal
Generate, update, and manage support tickets from entry to completion
Support teammates and provide assistance resolving tier-1 questions and issues-
Troubleshoot and resolve tier-2 questions and issues.
Escalate support tickets to tier-3 and beyond as required
Work on a team with other tier-2 support specialists to resolve problems, cross-train, and cover for other support members in the event of absence
Create and update knowledge base articles in our web-based customer support portal
Handle rotating on-call responsibilities for after-hours emergency technical support

Things you will need:

Ability to quickly ramp up on CXT Software's X Dispatch software suite
Strong Windows knowledge, including Windows 7/8/10 and Windows Server 2008-2012
Experience with Microsoft SQL Server 2008 and newer
Ability to learn continuously--technologies are constantly changing
Excellent documentation skills
At least 3 year of technical support experience in the past 5 years
Candidate must have a suitable working location at home that is free from distractions and is equipped with dependable broadband
internet access; this is a telecommuting/work-from-home position

Did I mention we have sweet benefits:

401(k) with employer contribution!
Paid vacation
Nine paid holidays including your birthday
Cumulative personal time
Medical, dental, vision, and life benefits offered
Wireless phone plan stipend-*when applicable

Note to Applicants:

CXT Software is an equal opportunity employer. We value the diversity of our workforce.
Must be authorized to work in the U.S.
We are unable to sponsor H1b applicants at this time.
No third parties please.

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