Note: The job is a remote job and is open to candidates in USA. SoftPro is seeking a well-rounded Technical Helpdesk Analyst to join their talented Customer Solutions team. The role involves providing technical remote support for SoftPro applications, ensuring high customer service, and accurately documenting customer issues and solutions.
Responsibilities
- Provide technical remote support for all SoftPro applications and utilities to resolve outstanding issues
- Provide high customer service to each customer you work with
- Accurately document all customer issues, resolution steps, and gather feedback in support tracking software
- Ability to handle several priorities and manage knowledge of multiple products and their features
- Provide technical consultations, installations, and upgrades on our suite of products and products in development
- Communicate implementation or configuration issues to the Business Services Group and R&D Team
- Maintain knowledge of current and emerging computing technologies
- Perform other duties as assigned
- Participate in regular continuing education to maintain and grow skillset
Skills
- Provide technical remote support for all SoftPro applications and utilities to resolve outstanding issues
- Provide high customer service to each customer you work with
- Accurately document all customer issues, resolution steps, and gather feedback in support tracking software
- Ability to handle several priorities and manage knowledge of multiple products and their features
- Provide technical consultations, installations, and upgrades on our suite of products and products in development
- Communicate implementation or configuration issues to the Business Services Group and R&D Team
- Maintain knowledge of current and emerging computing technologies
- Perform other duties as assigned
- Participate in regular continuing education to maintain and grow skillset
- Excellent communication, organization, and interpersonal skills
- Strong problem solving, troubleshooting, analysis and testing skills including, Client-Server-Database Applications, Windows Server 2016 and later, and SQL Server 2016 and later (Admin Accounts and Permissions, SSMS and SentryOne, Performance troubleshooting, Writing and running SQL queries)
- User management and Authentication (Active Directory)
- Desktop Operating Systems (Windows 11)
- Cloud and On-Prem server environments
- Terminal server technologies
- Modern Microsoft Office Suites including Office 365
- Experience with remote desktop control solutions (BeyondTrust, WebEx)
- Windows logging tools and Event Viewer log analysis
- Experience and/or support knowledge of LAN/WAN devices and network troubleshooting
- Plugin integration troubleshooting
- The ideal candidate will have a great attitude and feel comfortable working in a dynamic and fast-paced team environment
- 2 years of previous Customer Service experience with consistently high ratings
- The ability to meet and exceed Key Performance Indicators
- A desire and the ability to seek out resolutions without prompting
- Work effectively in a team environment contributing to the overall growth of the entire team
- Demonstrate attention to detail, exhibit concise written and verbal communication skills, have strong organizational skills
- Evening and Weekend availability as needed for rotational on-call calendar
Benefits
- This position is located in our Raleigh, NC office with a hybrid (office/home) weekly schedule.
- Remote candidates will also be considered with an appropriate amount of experience.
- Work hours are 10am - 7pm ET, Monday - Friday.
- Participate in regular continuing education to maintain and grow skillset.
- Evening and Weekend availability as needed for rotational on-call calendar.
- Be part of a supportive, fun team that values innovation and collaboration.
- Enjoy opportunities for professional growth and continuous learning.
Company Overview
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