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We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We have a rich and storied history dating back to 1843, and we continue to evolve into a vibrant, diverse, global growth company.
Software Support Specialist
Location
Ohio
Posted
110 days ago
Salary
0
Seniority
Senior
Job Description
Software Support Specialist
Stanley Black & Decker, Inc.
• Answer on average 24 inbound calls per day from Franchisees and Customers • Work productively, efficiently, and effectively in a virtual, home office environment • Utilize internal systems such as Windows OS and PC hardware / AS400 / Web / Customer Relationship Management / Intranet and Internet systems, as well as SQL and Mongo; familiarity with Flutter is a plus • Diagnose and resolve issues over the phone; utilize shareware programs to direct-connect remotely to a caller’s PC to assist with repairs and updates • Test software in advance of new version updates • Learn current and previous Point of Sale software (MBA) to assist Franchisees during platform transitions • Service customers outside of normal business hours during rotating on-call responsibilities (approximately 1 time per month) • Administer accounts on Intranet sites providing users with access • Handle complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically, and respond in a professional way • Quickly interpret customer, product, and shipment information and demonstrate strong customer service skills while on the phone
Job Requirements
- Advanced experience working with Windows operating systems (Windows 10/11) and PC hardware
- Experience with proprietary software or demonstrated ability to learn software applications quickly
- Experience using SQL tools/environments (ex: SQL Management Studio) and comfort working around databases
- Strong customer service skills (phone and written) and superior follow-up habits
- Excellent communication skills, including the ability to explain technical steps clearly and succinctly to non-technical users
- Patience and professionalism when coaching Franchisees and Customers through troubleshooting steps multiple times when needed
Benefits
- Medical
- Dental
- Life
- Vision
- Disability
- 401(k)
- Employee Stock Purchase Plan
- Paid time off
- Tuition reimbursement
- Discounts on Stanley Black & Decker tools and other partner programs
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