We are seeking two full-time Customer Support Specialists with 1+ years of experience performing L1 and/or L2 product support for software solutions. The ideal candidate will have prior customer support experience in an IT or SaaS (Software as a Service) setting and have a technology-oriented degree in Computer Science, MIS, or relevant experience. Additionally, the best candidates will be comfortable quickly becoming product champions who can answer product-related questions, investigate and resolve issues, document enhancement requests, and empathize/de-escalate frustrated end-user situations. Ultimately, this job's goal is to provide a positive customer experience and enhance relationships between customers and the company. There are two positions being filled at this time: one is a day shift position and the other is a night shift position. The day shift is 7 am to 7 pm and the night shift is 7 pm to 7 am. All shift schedules alternate such that one week is 4 days on and 3 days off, and the next week 3 days on and 4 days off. Responsibilities: Communicate effectively in English with stakeholders verbally and written Provide first point of customer contact technical support to customers and partners by responding to incoming support calls and emails Provide ongoing customer service in a timely manner via several means which mostly include email and some Zoom/Microsoft Teams communications Remotely troubleshoot hardware and software issues Assist customers with the setup and configuration of varied devices (Tablets, Printers) being used in the field Manage tickets including opening, working, and closing tickets - track proposed resolutions and follow-up with customers in a timely fashion Assist with validation of fixes/patches and other ticket resolutions Collaborate with Level 2 or 3 support teams on more technical/functional issues Create and update knowledge base articles and FAQs Provide Voice of the Customer feedback to various teams, including product, technical services, and marketing departments Display flexibility and proficiency in setting priorities Work well under pressure with deadlines Required Experience: 2+ years of technically oriented customer service experience (hardware, software, IT, networking, etc.) Proficient computer skills with the capability to quickly learn software products Accomplished at troubleshooting software application issues including the investigation and resolution of remote network access challenges Ability to learn quickly, multi-task, and willingness to own varied tasks at hand Team-oriented with a desire to engage and contribute to a highly cohesive and productive team A positive attitude, always looking to empower the success of others Trustworthy and transparent Desired Experience (not Required): University degree or relevant industry experience (optimally a technical or engineering degree) Background with Microsoft Windows and Office365 applications, LAN Networking, and SQL Familiarity with any of the following: Oil & Gas industry, Transportation & Logistics, GIS systems, GPS tracking, or Automotive computing Additional Information: Knowing your ideas are heard and matter think big! You get to own your job and be recognized for your contributions Work with smart and creative people Making mistakes is human. Let's learn from them. Be transparent! We recognize you as an individual no presumptions or judgment. Be the extraordinary you! 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays Start: ASAP About Velozient: We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent that enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team! Seniority level Not Applicable Employment type Full-time Job function Customer Service Industries Software Development #J-18808-Ljbffr