Software Support Representative

🕒 May 18

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Embrace Software Inc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

💸 Finance

📚 Education

Software • Finance • Education

Embrace Software Inc. is a business investment company that specializes in acquiring and building world-class software businesses across various industrial sectors. With a focus on mission-critical software, Embrace aims to add value to its portfolio of companies, which range from small and medium-sized businesses to Fortune 500 firms. The company supports its acquired businesses by providing resources and operational expertise to foster growth and enhance customer satisfaction.

📋 Description

• Provide first-level support for banking software to financial institution customers, including issue resolution and troubleshooting. • Configure and train clients on software modules and provide applications. • Participate in help desk activities, handling daily support inquiries via phone, email, or remote tools. • Travel to customer sites for installations, upgrades, and training sessions as needed. • Participate in after-hours support rotation once proficient in product functionality. • Work closely with internal teams such as QA, Development, and IT to identify and resolve complex issues. • Document support procedures and client-specific configuration steps. • Maintain accurate records of all customer interactions using internal call tracking/reporting systems. • Keep instructional materials and customer-facing documentation current and relevant. • Communicate status updates and key customer concerns to management. • Maintain a positive and professional demeanor with both customers and coworkers. • Ensure timely submission of project updates and travel/expense reports. • Actively pursue opportunities for skill development and knowledge expansion through hands-on involvement in field installations and software upgrades.

🎯 Requirements

• Associate degree in a related field, or Equivalent combination of education, training, and experience sufficient to perform the essential functions of the job. • Experience with SQL, help desk environments, or financial institution software is a plus. • Working knowledge of Windows operating systems and internet browsers. • Familiarity with internet protocols and general networking concepts. • Ability to communicate clearly and professionally, both verbally and in writing. • Strong customer service and interpersonal skills. • Excellent organizational and self-management abilities. • Able to work independently and collaboratively to resolve issues. • Willingness to travel and participate in on-call rotation as needed.

🏖️ Benefits

• Competitive base salary. • Comprehensive benefits package (medical, dental, 401(k), etc.). • Remote work flexibility with travel to client sites as needed.