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Software Support Specialist

Job description

Shared Logic, located in Holland, OH, just outside of Toledo, has provided the Recycling Industry with the most comprehensive Software Solutions available for over forty years. Over time Shared Logic’s products have expanded to meet changing needs in a technology-driven marketplace and now include a suite of applications that centers on our Recycling Industry Management and Accounting System.

We are currently seeking an additional Software Support Tech to handle telephone and email requests (mountain or pacific time zones) for software technical support. The Support Tech will be responsible for the resolution of customer reported support issues in a timely and professional manner. The position includes providing end user support for an accounting and management software product including installation, implementation, training and ongoing operational support of the software to customers. Establishes and maintains an effective working relationship with customers including documenting, tracking and monitoring customer issues to ensure a timely resolution and submitting software modification recommendations.

The candidate will be required to stay knowledgeable of all current and upcoming product functionality and technical support procedures in order to provide accurate and effective solutions to customers. The goal of the position is to provide the highest level of customer service, which contributes to client satisfaction and loyalty. Some travel and after hours on-call support is required.

Responsibilities:

• Responds to telephone calls, e-mail and fax requests by Shared Logic clients for technical support. May also respond to inter-office support requests by Shared Logic co-workers.
• Provides installation and operation support/training at Shared Logic offices and/or on-site at the client’s office.
• Submit software modification recommendations, originated by the support technician or a client, directly to the Lead Support Technician.
• Review and test completed modifications, including documentation changes.
• Documents, tracks, and monitors customer issues to ensure a timely resolution.
• Maintain a 75% minimum productivity rate each month by recording time and tasks into the time tracking software.
• Establish and maintain effective working relationships with co-workers, supervisors and clients.
• Adherence to policy and procedures defined in Shared Logic’s Employee Handbook and Procedures Manual.
• Pursue personal development of skills and knowledge necessary for the effective and efficient performance of duties.

Qualifications:

• Associates Degree in technology, accounting or related field.
• Strong communication skills, both verbal and non-verbal.
• Proficient in Windows-based computer skills, experience with accounting system software a plus.
• 2-4 years technical support/accounting/customer service experience
• Demonstrated experience in problem resolution and technical problem identification.
• Experience in a Call Center, Help Desk Environment or Accounting preferred.
• Must be able to handle large volume of inbound calls, while providing superb customer service.
• Energetic personality and experience working with clients at all organizational levels.
• Must have strong written and verbal English skills.
• Excellent time management and personal organization skills.
• Ability to juggle multiple high priority projects and deliver in committed timeframes.
• Ability to speak effectively with both nontechnical end-users as well as IT professionals.

Benefits:

• Medical and Dental Insurance.
• 401K plan.
• Paid holidays/vacation/birthday.
• Growth Potential.
• No Relocation Allowance.
• You can find out more about us at www.sharedlogic.com

Interested candidates send resume and salary requirements.

PLEASE – NO PHONE CALLS FROM CANDIDATES OR RECRUITERS

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Can you work hours match Mountain or Pacific Time Zone?

Education:

• Associate (Required)

Experience:

• Accounting Software: 1 year (Required)
• Help desk: 2 years (Required)

Language: English (Required)

Work Location: Remote

Windows Delphi Application Developer

Shared Logic located in Holland, OH, just outside of Toledo, has provided the Recycling Industry with the most comprehensive Software Solutions available for over forty years. Over time Shared Logic’s products have expanded to meet changing needs in a technology-driven marketplace and now include a suite of applications that centers on our Recycling Industry Management and Accounting System.

We are currently seeking additional Windows/Mobile Software Developers to enhance existing and develop new applications using Embarcadero Delphi, Microsoft SQL Server (preferred), Visual Studio ASP.Net, and FireMonkey for mobile development. The position may also include providing end user support for an accounting and management software product including installation, implementation, training and ongoing operational support of the software to customers. The candidate will be required to stay knowledgeable of all current and upcoming product functionality and technical support procedures in order to provide accurate and effective solutions to customers. The goal of the position is to provide the highest level of customer service, which contributes to client satisfaction and loyalty. Some travel and after hours on-call support is required.

Responsibilities: · Under supervision of lead software developer, develop the software required by Shared Logic and Shared Logic clients to maintain and enhance the application packages including coding, testing and debugging programs.

• Provide computer system, or software related services, such as developing interfaces to mapping software, video cameras, truck scales and/or devices.
• Contribute to instructions or manuals to guide Documentation Specialist and Support Technicians with new, modified or enhanced programs.
• Installation of operating systems and system maintenance on Shared Logic’s computers. Learning and using Windows and other software obtained by Shared Logic.
• Respond to telephone calls, e-mail and fax requests by Shared Logic clients for technical support. May also respond to inter-office support requests by Shared Logic co-workers.
• Document, track, and monitor customer issues to ensure a timely resolution, when required.
• Maintain a 75% minimum productivity rate each month by recording time and tasks into the Clients software.
• Establish and maintain effective working relationships with co-workers, supervisors and clients.
• Adherence to policy and procedures defined in Shared Logic’s Employee Handbook and Procedures Manual.
• Pursue personal development of skills and knowledge necessary for the effective and efficient performance of duties.

Qualifications: · Degree from an accredited college or university in computer science, information technology or related field and 3 years of related IT experience in application development working on large scale projects or equivalent combination of education and experience. · Advanced proficiency and experience with currently utilized development technologies including: Delphi, Firemonkey and SQL Server.

• Strong communication skills, both verbal and non-verbal. · Proficient in Windows-based computer skills, experience with accounting system software a plus. · Demonstrated experience in problem resolution and technical problem identification. · Energetic personality and experience working with clients at all organizational levels. · Must have strong written and verbal English skills. · Excellent time management and personal organization skills. · Ability to juggle multiple high priority projects and deliver in committed timeframes. · Ability to speak effectively with both nontechnical end-users as well as IT professionals.

Benefits: · Medical and Dental Insurance. · 401K plan. · Paid holidays/vacation/birthday. · Growth Potential. · No Relocation Allowance. Interested candidates send resume and salary requirements.

Job Type: Full-time

Pay: From $75,000.00+ per year depending on experience

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Delphi: 5 years (Preferred)
• MS SQL Server: 5 years (Preferred)
• FireMonkey: 1 year (Preferred)

Work Location: Remote