Product Support (Software) Technician

Product Support Technician

Job Purpose:
Serve software customers by researching and providing answers to product questions; troubleshooting and resolving user problems, providing product training and writing technical help articles. Some of our customers work directly for the court system and others as independent freelance court reporters.

Duties:
* Resolve incoming customer requests through telephone (95%), message board, email, and occasional user group meetings. Log all events and results in database.

* Identify problems by following troubleshooting guidelines; researching answers.

* Resolve problems by providing information; guiding client through corrective steps; escalating unresolved problems to senior tech.

* Train customers by providing step-by-step instructions.

* Improve customer experience by recommending changes in help documentation.

* Avoid legal challenges by adhering to product usage guidelines and customer instructions/consents.

* Improve product performance by identifying persistent problems to to product engineering.

* Perform occasional in-house testing for software beta releases and related interface devices, under the direct supervision of quality assurance.

* Accomplish organization mission by completing related results as required.

Skills/Qualifications:
Computer Knowledge and Practical Troubleshooting Experience, Familiarity with software and hardware compatibility issues, Practical Windows Experience (version 10-11), Help Desk Experience, Verbal Communication, Listening, Phone Skills, People Skills, Resolving Conflict, Multi-tasking. This is an entry level position, and we train new hires on our proprietary software, but previous knowledge of Windows OS, word processing software, call tracking software is useful.

Company Benefits:We provide medical, dental, and vision benefits to full time employees in addition to paid vacation, holiday, and sick leave.

We will consider both part time and full time applicants. Must work on-site (Irvine).

Job Types: Full-time, Part-time

Pay: $18.00 - $25.00 per hour

Work Location: In person