Job Information
OSV Bilingual Software Technical Support Specialist in Huntington, Indiana
This position will work with the OSV software products. The incumbent will work with our church customers to onboard, implement and train customers on the new software. They will also be required to diagnose problems through discussions and emails with the users. This will include problem resolution, research, isolation, and resolution steps to maintain high levels of customer service. Training and best practice advice on products will also be required.
Essential Job Functions (*=Non-essential tasks):
Be very proficient in the use of all OSV software products which includes Online Giving, Websites, Church Manager, Customer Portal, and Curriculum
Develop an in-depth knowledge of our products
Work with customers to obtain contractual information and onboard them onto our software products. Schedules and conducts training to ensure clients can fully use the software to meet their needs
Develop a good working relationship with churches and dioceses
Develop a good working relationship with other departments and members of the management team
Offer suggestions on best practices and increasing users of software products
Handling basic and intermediate customer technical support cases through phone and email submission in a timely manner
Create ticket to escalate issues as needed with needed documentation
Update internal and customer documentation and reference materials, including website FAQs, around our software products
Provides feedback, suggestions, and input to the development team
Answers phone calls and/or e-mails in an efficient, professional, and timely fashion
Meet defined metrics to maintain a high level of customer satisfaction
Follow up and make scheduled call backs to customers when necessary
Other duties as required
Requirements:
Experience:
General knowledge of Windows
General knowledge of network operating systems and terminology
Two or more years working in a customer service or call-center environment
Good working knowledge and understanding of web browsers and Microsoft Office applications
Education:
- Associates degree in a computer designated area or related field of study, or 2+ years of experience in a Technical Customer Support Role
Skills and Abilities:
Fluent in English and Spanish communication
Knowledge of PC and Mac systems
Good working knowledge and understanding of web browsers and Microsoft Office applications
Able to answer support related email, phone calls, and other electronic communications clearly and accurately.
Business etiquette in working with internal and external resources to building strong working relationships and trust
Proven ability to make decisions based on established practice, existing precedents, and operating guidelines
Self- motivated
Excellent verbal and written communication, interpersonal, organizational, and presentation skills
Ability to effectively organize and prioritize duties
Good problem solving and analytical skills
Good attention to detail for composition of communications, call tracking and documentation
Good teamwork orientation and collaborative skills with customers, peers, and management
Knowledge of customer service principles and practices
Good keyboarding skills are essential
Working Environment:
The incumbent will have the ability to work remote, in company office or combination
Microsoft Teams Meetings
Periodically on call
Travel for training and conferences as needed
Supervisory Responsibilities:
- None
(Note: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.)