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Software Support Specialist
Location
Ohio
Posted
106 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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