Software Customer Support Representative
Company Description:
Since 1979, Software Unlimited, Inc. has been a Sioux Falls, SD based, regional leader in developing fund accounting software solutions for K-12 school districts. Our Software-as-a-Service (SaaS) model provides product/software development, sales/marketing, training, and unlimited customer support for our clients. Our mission is to create, maintain, update, train, and support comprehensive and affordable fund accounting solutions tailored and customized to meet specific state and federal financial reporting requirements for public school districts.
Position Summary:
We are seeking a Software Customer Support Representative to join our team. This full-time role is designed for individuals enthusiastic about leveraging their technical expertise to ensure customer success. You will be the primary touchpoint for technical support via telephone and online communication, and assisting our Training team in an ancillary role, and contributing to our product Quality Assurance efforts. This role is ideal for someone who thrives on tackling complex challenges and enjoys turning customer issues into positive outcomes through effective problem-solving.
Monday – Friday, 8 am to 5 pm CT.
This position can be full-time remote, full-time in our office in Sioux Falls, SD, or hybrid. During the first six months of employment, this position is ideally primarily based in our Sioux Falls, SD office to facilitate training, onboarding, and team integration. After the initial six-month period, there is flexibility for remote work, hybrid arrangements, or continued in-office presence. Permanent residency near Sioux Falls, SD is preferred, however, daily attendance at our physical office is not required. Consideration for full-time remote work-from-home option in the following states: South Dakota, North Dakota, Iowa, Missouri, and Kansas.
Key Responsibilities:
- Technical Customer Support:
- Deliver timely and professional telephone support, troubleshooting and resolving issues related to our fund accounting software application.
- Employ advanced problem-solving and research skills to diagnose issues, ensuring effective resolution and customer satisfaction.
- Continuously expand knowledge of our products to better support and guide our customers.
- Leverage strong analytical and critical thinking skills to diagnose and resolve complex software issues efficiently.
- Quality Assurance Contribution:
- Detect and document software anomalies and improvements.
- Participate in the testing of new products and releases, ensuring our software meets high-quality standards.
- Apply problem-solving expertise to identify potential software issues before they impact customers.
- Training Support:
- Assist with in-person and online trainings (instructing trainings not required).
- Occasional, optional, travel opportunities to various training locations.
Ideal Candidate Profile:
- Demonstrates exceptional problem-solving abilities, particularly in troubleshooting software-related and accounting issues.
- Strong foundation in customer service with a proactive approach to addressing client needs.
- A rare blend of high-level problem-solving skills and a passion for delivering exceptional customer service.
- Excellent communication skills, with proficiency in explaining complex solutions clearly and effectively.
- Experience in educational administration or familiarity with school business operations is advantageous.
- Adept at quickly learning and mastering new software applications.
Company Culture:
At Software Unlimited, Inc. we pride ourselves on building lasting relationships with our clients, anchored by trust and a proactive approach to customer service. We value professional demeanor and a positive attitude, recognizing these traits as pivotal to maintaining our reputation as a trusted partner in the education sector.
If you are driven by customer success, software innovation, and a desire to contribute meaningfully, we encourage you to apply and explore how your skills can align with our goals at Software Unlimited, Inc.
Requirements:
- Degree or certificate in an accounting, computer, training, or technology area a plus
- Customer service experience preferred
- Effective communication, listening and strong problem-solving skills
- Experience in a school business office a plus
- Basic accounting knowledge a plus
- Varied computer software experience with the ability to grasp new concepts quickly