Customer Support Technician
Handshake Software seeks a highly organized individual with excellent customer service, communications, and technical skills to provide Customer Support for our SharePoint-based Portal, Search, and Document and Email Management products. The person in this role will be the initial point of contact for our clients in resolving technical and application related inquiries. Responsibilities include:
• Processing all customer inquiries in a professional, accurate, courteous, and timely manner.
• Efficiently identifying, documenting, and resolving customer problems and/or questions related to Handshake Software Products through email and phone communication and remote access.
• Replicating customer's technical/product issues in order to provide steps for resolution.
• Proactively maintaining contact with customers, initiating follow up as needed.
• Interacting and working collaboratively with internal teams in a professional and tactful manner to resolve customer inquiries and escalate issues as required.
• Achieving and maintaining a technical working knowledge of Handshake Software products by working with senior team members and attending internal product training as necessary.
• Other reasonable duties as requested by supervisor/manager.
Requirements:
The ideal candidate:
• Proven Customer Service skills
• Excellent written and oral communication skills for frequent customer contact.
• Strong analytical and problem solving skills
• Demonstrated ability to multi‐task, prioritize, schedule and organize work and adapt to changing priorities.
• Team player with the ability to take initiative and work independently.
• Aptitude for learning new technologies and software and articulating software-related and technical concepts
Education and Experience
• Computer science or equivalent technical major or equivalent of 3 years of experience in a technical support environment required
• Knowledge of SQL, HTML, and JavaScript required
• Experience with Microsoft SharePoint helpful but not required
• Knowledge of one or more Law Firm applications including Elite, Aderant, Interaction, eDOCS, or iManage helpful but not required
Contact Information:
Please contact us at careers@handshakesoftware.com for more information on working at Handshake Software.
