Software Support Level 1

Ann Arbor, MI
Full Time
Customer Support
Mid Level

The Job:

Love technology? Come join our technical support team-We help small businesses be successful! Fun place to work, great benefits and advanced technical training.

We are seeking a Technical Customer Support Specialist to assist our software clients with their technical questions via inbound calls, chat or emails.   This is a great opportunity for someone looking for advancement in the technology world. We are a Michigan-based company headquartered in Ann Arbor that specializes in the design, development, and support of simple, but powerful, scheduling and resource management software solutions. Our software has been used by over 200,000 users globally—serving salon, spa, pet grooming, and tattoo industries. DaySmart is a fast-paced, rapidly growing company, which was named one of America’s Fastest Growing Private Companies by Inc. 500|5000 seven years in a row and a Michigan 50 Company To Watch. For additional information, please visit http://www.daysmart.com.

Responsibilities:

**Position could require working until 8 PM and rotational Saturdays

  • Provide superior customer service to DaySmart customers
  • Manage chat and email conversations
  • Field trouble-shooting questions over the phone (occasionally via chat or email) regarding networking, hardware, additional software services, reporting discrepancies, etc. for a wide range of customer skill levels
  • Field general use questions over the phone (occasionally via chat or email) about our software and additional services
  • Train customers on how to utilize our software, features, and additional services such as email marketing, text reminders, phone applications, and online booking websites
  • Assist in exporting existing customer data for our database conversion team and assist in importing the converted data into the customer’s software
  • Upsell additional add-on services
  • Participate in daily departmental meetings communicating recent customer’s issues and concerns
  • Communicate possible software bugs and customer-specific database issues to management
  • Special projects assigned as needed (For example: mobile app testing, beta version testing for desktop, customer follow-up in response to reviews, database conversion, building computers, etc.)

Skills & Requirements:

    What We Expect to See:

  • Proficient in using Windows and Microsoft Office Suite
  • Prior customer service experience
  • Positive attitude
  • Excellent written and verbal communication skills
  • Strong problem-solving skills
  • Ability to adapt quickly
  • Ability to work until 8pm or later on weekdays

    What We Like to See:

  • Tinkering mindset
  • Ability to work on Saturday
  • Former Geek Squad or similar experience
  • Eagerness to learn and grow
  • Passion for helping others 
  • Passion for technology

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status. 

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