Software Support Specialist

6 days ago

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Aquila

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Housing Finance Agencies • Public Housing • Real Estate • Financial Aid Services • Finance & Insurance

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

Description

• Provide world-class product support to customers through our various support channels (online portal, phone, chat) • Provides in-depth product support to our customers by resolving incoming inquiries; focused on subject matter expertise and highly complex issues • Maintain active ownership and communication with customers on the progress of their requests • Lead and attend client teleconference meetings, ensuring professional and courteous communication with our customers • Learn from customer interactions to identify patterns and develop solutions to improve customers’ experience with products • Evaluate current technical issues and recommend product changes to improve performance or overall customer satisfaction • Collaborate with peers on education and guidance for areas of expertise • Actively participate in daily team meetings by providing input on improving processes and fostering team growth and productivity • Maintain a professional demeanor and team player approach to co-workers • Provide exemplary customer service by going the extra mile for our clients • Other duties and special projects as needed

Requirements

• 2+ years with working knowledge of the Emphasys Elite product • 2+ years experience working in the affordable housing sector • Proficient in MS Office and Google, and the ability to learn software quickly • Excellent phone and written communication skills • Positive and personable attitude with a customer service focus • Ability to prioritize workload and work effectively in individually or collaboratively on a team as needed based on workload and project demands • Thoroughness and deep intrinsic motivation; you must care about the quality of your work, and have pride in your output • Detail-oriented and accurate

Benefits

• Access to Medical, Vision, Dental, & Life Insurance • Competitive Bonus & Profit-Sharing Program • Fortune 500 Level 401(k) • PTO + Parental Leave • Gym Stipend and Wellbeing Programs • Tuition Reimbursement Program