The Software Support Specialist position requires a healthy mix of technology support and high-level external customer support experience.
Stuller is looking for a candidate that is a logical problem solver, with a strong understanding of how software and hardware work together.
Applicants should be comfortable regularly speaking to customers over the phone and through email in a professional manner.
Our ideal candidate is passionate about helping our customers work through their jewelry technology challenges.
You should be ready to learn new technologies and work frequently with our existing tech team. Teamwork makes the dream work, after all!
Essential Duties & Responsibilities:
Handle customer technical support cases through phone and email submission
Troubleshoot software problems with customers
Continuously learn and understand how our software works
Apply your knowledge towards teaching customers how to use Stuller’s software correctly
Assist in software testing during times of new development and contribute ideas for potential improvements
Create content to assist customers with the usage of Gemvision software in the form of knowledge-based articles and videos.
Assist the education teams with on-site training sessions
Qualifications:
Skills:
Excellent verbal and written communication skills
High level customer service skills
Strong background in technical support
Strong problem-solving skills
Ability to multi-task while working with customers
Qualities:
Vibrant personality with the ability to connect with customers
Integrity in business practices and when working with others
Hunger for continuous improvement personally and professionally
Experience:
Requires a High School Diploma or equivalent GED, with a background in a Customer Support role and/or technical support role.
A background in Mathematics, 3D Modeling, and/or Jewelry production would be very beneficial. Knowledge of NURBS or Sub-division modeling is not required but would be considered a desirable skill set.
1-3 Years’ Experience
Experience with JIRA or similar Service Desk tool
Phone/Email Communication
Windows Operating System
Ticketing Support Systems
NURBS/Sub-division Modeling
Familiarity with Gemvision products and services is a plus.
