Customer Support Specialist
Alliance Enterprises, Inc. is a 100 person software development company located in DuPont, WA. We are looking for a fanatical, engaged, amazingly reliable, Customer Support Specialist to join our Customer Support team and fulfill the following responsibilities:
- Commitment to working during East Coast business hours -- 5 am to 2 pm PST.
- Track and document inbound support requests and ensure proper notation of customer problems or issues.
- Diagnose and resolve complex customer questions or problems regarding our proprietary software products over the telephone/internet in the areas of system configurations/setup and product functionality.
- Escalate extremely complex customer or product issues to the proper department or subject matter expert, and manage the issue through to resolution.
- Continuously communicate the status of open issues to customers, building customer confidence in Alliance' support services.
- Inform management and/or the product development team of ongoing or recurring product problems.
- Stay abreast of our products' evolution, new products, and emerging technologies.
- Minimum 3 years of experience supporting a complex software product.
- Ability to read and comprehend product code, including C#, VB, .NET, SQL, and complex product specifications.
- Intermediate level skills in SQL.
- Programming skills a plus.
- Excellent verbal communication, writing, problem-solving, and customer service skills required.
- Bachelor's degree preferred in computer science/management information systems, or business.
Alliance Enterprises, founded in 1981, has a history of providing leaders and innovators technology based solutions. Alliance specializes in creating powerful applications used by thousands of individuals around the world. Today, Alliance provides two distinct offerings to customers, Aware and Summit business lines.
At Alliance, we focus on investing and cultivating a dedicated workforce. Alliance prides itself on developing a working environment full of individuals who are committed to excellence and have a strong customer focus.