Job Information
Robert Half Tier 1 Software Support Specialist in Portland, Oregon
Description
Role Description:
We are seeking a Tier 1 Software Support Specialist to join our remote Support Team. The Software Support department provides application and account support for all customer-facing applications, ensuring a positive client experience through high-quality service and communication. We handle client support related to incoming requests, respond to and resolve client issues through incident recognition, research, case resolution, escalation, and follow-up.
Responsibilities/Duties:
Serve as a subject matter expert within customer systems and how end users access software or resources.
Troubleshoot issues within proprietary software.
Accurately identify the root cause through researching, testing, and replicating issues.
Triage inbound support-related issues and provide user-friendly explanations.
Handle support requests via telephone, emails, and chat.
Manage support cases for all interactions using internal ticketing systems (ServiceNow experience required).
Clearly communicate updates and resolutions in appropriate terms directly with customers in writing or via phone.
Track 100% of customer interactions to keep accurate records for the future growth of the team.
Prioritize and escalate tickets to Senior Client Support Specialists as needed, following defined escalation paths.
Collaborate with upper levels of support within the Software Support team, owning resolutions as necessary.
Act as a Customer Advocate to identify opportunities to educate customers on system tools and increase utilization.
Undertake all work in accordance with agreed standards and using prescribed methods and tools to achieve well-engineered products.
Demonstrate good communication and graphic design skills and an imaginative and structured approach to the organization of information.
Pay close attention to detail.
Exhibit above-average interpersonal skills and the ability to work effectively in teams comprising different disciplines and with clients/users.
Requirements
Requirements:
Reside in the Portland, OR area.
Experience with ServiceNow.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple tasks and priorities in a fast-paced remote environment.
Strong interpersonal skills with the ability to work effectively in a team setting.
Detail-oriented with a focus on delivering high-quality service.
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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