Customer Support Specialist

Company Description

FreshByte Software is a fully integrated Windows-based software solution for wholesale food distributors, importers, and manufacturers located in Houston, TX. The software provides instant inventory control, traceability, and full accounting information to increase distributor margins. FreshByte Software guarantees 100% accurate and timely information for its users.

Role Description

This is a full-time on-site role for a Customer Support Specialist at FreshByte Software in Houston, TX. The Customer Support Specialist will be responsible for providing customer support, ensuring customer satisfaction, offering technical support, and utilizing analytical skills to address customer inquiries and issues on a day-to-day basis.

Duties & Responsibilities

• Provide assistance to clients with our software as well as database support, assistance and advice.
• Analyze, research, troubleshoot and provide resolution to reported issues in a timely manner
• Keep client management software updated with incident correspondences, statuses and resolutions
• Collaborate with other departments as necessary to expedite resolutions
• Prepare written documentation for resolutions to common issues, instructions and conveying information
• Participate in weekly staff meetings
• Develop and maintain excellent customer relations
• Analyze and test software modifications and updates prior to release
• Perform software version updates
• Promote and maintain a professional high quality service oriented company image
• Maintain the security, confidentiality and integrity of client information
• Be available and reliable for afterhours on call rotation to resolve critical issues
• Perform other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the department

Qualifications

• Customer Support and Technical Support skills
• Strong Interpersonal Skills and Customer Satisfaction focus
• Analytical Skills for problem-solving
• Ability to prioritize and manage multiple tasks
• Ability to quickly learn new software
• Analytical and creative thinker with the ability to prioritize, make decisions and solve issues effectively and efficiently
• Attention to detail; manage multiple task and responsibilities
• Willingness to work outside of normal business hours to resolve client issues
• Accurately follow directions and instructions
• Ability to act in a team environment and independently; self-motivated