Software Support Specialist - Call Center

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide. We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.  New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field. We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We are looking for candidates who has Call Center experience in software support. Candidates must provide software support, not hardware support and they must be in a call center role not an engineering role.

Roles & Responsibilities:

• Listen to callers' concerns, taking ownership of each caller's request and managing their expectations to ensure timely resolution
• Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues
• Document required information through our client ticket management application known as ServiceNow, while being in compliant to HIPAA and other federally regulated laws.
• Manage group by service as a team mentor to peers with troubleshooting inquires.
• Handle customer complaints and offer elevated technical support expertise.
• Typing Speed/Accuracy Assessment- Must type a min of 65+ wpm with a 90% accuracy
• Proficiency in MS Office Applications.

Salary is open for this role, please let us know you best salary expectation.