Note: The job is a remote job and is open to candidates in USA. WineFetch is a company looking for a Software Specialist to provide software support directly to customers. The successful candidate will be responsible for investigating customer issues, documenting software-related problems, and ensuring timely resolution of reported issues.
Responsibilities
- Provides first-level investigation to the customer and resolution for the Constellation Suite of Products
- Work closely with development, documenting and communicating software-related issues
- Accurate and timely tracking of all reported issues in our call management tool
- Meets all defined service levels for unresolved problems, reassigns the ticket to the appropriate internal/external team
- Applies technical aptitude (operating systems, PCs, printers, remote-control utilities, etc.) to resolve client issues
- Advises the Customer Care Manager on sensitive Client situations
- Attends and participates in Team meetings
- Attends CHS product training, as required
- Makes recommendations to address problems, improve service, and provide improved support
- Develops frequently asked questions (FAQ) documentation
- Work shifts may vary to accommodate maximum help desk coverage
- Attend service release handoff meetings as requested
Skills
- College/University degree in Business Administration, Computer Science, or related discipline
- Customer Support Experience
- General Accounting/Costing knowledge
- Courses or Experience in Residential Construction, Commercial Construction or Property Management, Real Estate Management and/or IT fields
- Proficient in MS Windows applications
- Comfortable utilizing remote access utilities such as Remote Desktop, VPN
- Superior analytical skills to resolve customer issues
- Self-Managed and motivated with the ability to work with minimal direction in a collaborative team environment
- Excellent interpersonal skills, both verbal and written
- Provide courteous, friendly, and professional communication with external and internal stakeholders
- Ability to adapt to a fast-paced environment
- Excellent time management and set priorities, managing conflicting demands
- Positive team attitude and ability to collaborate with team members and co-workers
- Works well under pressure
Benefits
- Medical
- Dental
- Vision
- Basic life insurance
- Short/long term disability
- 401(k) participation (with company match)
- 10 days of vacation for new employees
- Sick time based on state requirements
- 8 Company-paid holidays
- 2 personal holidays per year
Company Overview
WineFetch is an e-commerce and marketing platform for the retail wine and spirits industry It was founded in 2004, and is headquartered in Chapel Hill, North Carolina, USA, with a workforce of 11-50 employees. Its website is http://retailer.winefetch.com.