Purpose of this Position: The Imaging Support Specialist will be responsible for providing support and solutions for McLeod customers related to general instructional or technical problems for software or hardware pertaining to McLeod Software's DocumentPower and FlowLogix Solutions. Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Provide exceptional support for McLeod customers regarding McLeod Software's products
- Diagnose and resolve complex technical and product functionality support within DocumentPower software via customer servers and user PCs
- Test and reproduce concerns to identify root cause, assist with resolution solutions, and document any software deficiencies to be provided to the Imaging Product Group
- Manage customer expectations regarding resolution timeframes and issue diagnosis
- Escalate Requests as needed
- Document all activities in McLeod's internal system
- Record Support request updates in detail along with updating related customer information in McLeod's internal system
- Provide timely follow-up to customers
- Participate in Support analytics gathering and reporting as needed
- Ability to travel up to 5% but non-typical for role
Competencies:
- Two or more years of verifiable work experience providing customer service
- A minimum of one year of experience in a technical role preferred
- Knowledge of DocumentPower, FlowLogix, LoadMaster and PowerBroker preferred
- Ability to build relationships, working in both a team role and independently
- Ability to maintain a friendly and professional attitude with others (customers and other employees)
- Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education
- Ability to control emotions and remain calm in stressful situations
- Experience in Customer Service or related industry role
- Excellent verbal and written communication skills and a passion for service
- Problem solving skills, time management, and interpersonal skills
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Bachelor's degree (B. A.) from four-year college or university; or two to five years related experience and/or training; or equivalent combination of education and experience. Computer Skills: To perform this job successfully, an individual should have experience with Microsoft Outlook, Excel. Knowledge of McLeod's Document Power, FlowLogix, LoadMaster, and PowerBroker is preferred.