Job Description
This is an entry-level position (may be part-time or full-time), at leading software vendor Frontline Systems (www.solver.com), where you can develop skills for a full-time role in either customer service or technical support.
Working by phone, email, our web Help Desk, and Live Chat, you will be dealing primarily with (i) professors teaching university courses in advanced analytics, where Frontline Systems software is used as a key learning tool, and (ii) with undergraduate and graduate students taking those courses.
In response to professor’s requests, you will issue "course codes" for new courses they plan to teach, that enable students to download and activate licenses to use Frontline’s software. You'll give the professors written instructions to use themselves, and pass on to their students.
As courses begin and students start using the software, you will answer questions and troubleshoot minor technical problems related to downloading, installing, and licensing our software – always aiming to resolve issues efficiently, patiently and compassionately. You'll be able to "escalate" technically complex issues to our senior tech support staff. You'll watch out for, and report new issues arising “in the field” at our weekly customer status reviews.
Skills Required or Preferred
A BS or BA degree is strongly preferred, but your skills, experience, energy, attitude, and ability to learn are most important. You must be experienced and “self-sufficient” working with Windows PCs and Microsoft Office (especially Excel, Word and Outlook); experienced working with web-based software using a browser; and willing and able to learn new software tools. If you’ve helped others before with computers, that’s a real plus.
Your written and verbal communication skills are very important. You must be able to listen (or read), show patience, and help figure out what is happening, when the person you’re trying to help is confused or frustrated. Your objective should be to solve the problem, rather than quickly end the call, email or chat. You should be a self-starter, asking questions and never waiting to be told what to do. Past experience in a customer service role is a real plus.
You should have a strong work ethic and team player mentality, be able and willing to take direction, and be coached and mentored. Instead of feeling “entitled,” you should want to advance by doing more than expected, creating more value, and growing your own skills.
Training Provided
This job role requires use of Microsoft Outlook, Word and Excel – which we expect you to know in advance; Frontline’s software that works in Excel, where we will provide training; and day-to-day intensive use of web-based systems, where we’ll also provide training. These include Zendesk, a web-based Help Desk and support ticketing system; SnapEngage, a tool for Live Chat; Infusionsoft, a web-based customer relationship management (CRM) system; and employee logins on our own websites such as Solver.com, XLMiner.com and AnalyticSolver.com.
How to Apply
Email your resume and/or your questions to hr@solver.com, or call us at 775-831-0300 and dial extension 101 if you have specific questions.