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Software Support Representative Job Description

About the job

Software Support Representatives are an integral part of our team and interact with our clients directly through responding to support tickets and phone calls. SSRs are to be responsible for providing an excellent client/customer experience by resolving and escalating issues appropriately as well as answering questions that clients might have about Cadence Warehouse Warehouse Management System (WMS).

Duties and Responsibilities include but are not limited to the following:

COMMON CORE ROLES:

  • Prioritize, promote and support the goals and values of Cadre’s Management.
  • Provide training and technical support for Cadence WMS
  • Provide Tier 1 and Tier 2 support to clients as appropriate to position specialization.
  • Help develop, maintain, and update reference materials and procedures.
  • Actively map knowledge gaps in existing and new features/modules and review resolved cases to help bridge the gaps.
  • Communicate via the phone in a courteous and professional manner.
  • Communicate via email in a clear, concise, grammatically correct, courteous and professional manner.
  • Additional duties and responsibilities can and will be assigned by management.

POSITION SPECIFIC DUTIES:

  • Accurately document all necessary details provided by client and request any information not provided that may be needed for problem solving activities.
  • Use case search in Salesforce and other knowledge base tools to answer FAQs and provide resolution to known issues.
  • Equip clients with the ability to search for existing cases and find answers to FAQs.
  • If resolution is not found, commit a follow-up date and time with the client and escalate appropriately.
  • Manage open case list along prioritization metrics provided by management.

REPORTING AND WORKING RELATIONSHIPS: Manager: VP of Customer Services

JOB REQUIREMENTS

Minimum Requirements:

  • B.S. Degree or equivalent in business experience.
  • Must be at least 18 years of age or older.
  • Excellent analytical, problem solving and communication skills.
  • Distribution and/or 3PL industry knowledge best practices is of benefit.
  • Experience with Microsoft SQL a bonus.
  • Delivers great results, provides a superior brand experience for clients and employees.
  • Demonstrates ability to complete multiple tasks simultaneously.
  • Proven ability to work appropriately with proprietary and highly confidential information.
  • Possesses conflict management and resolution skills.
  • Team player attitude.
  • Demonstrates ability of intermediate PC computer skills.

Job Knowledge:

  • Strong cognitive skills, including problem analysis, prioritization, decision making, financial and quantitative analysis.
  • Knowledge of company software products and offerings.
  • Able to communicate with clients and employees in a professional, friendly, and diplomatic manner.

Physical Ability:

  • Able to read instructions, reports, and information on computer screens and to key information on a computer.

Availability:

  • Flexible work schedule, able to work schedule to fit business/client needs, regular attendance necessary.
  • Ability and willingness to travel to client sites based on business need and management request.

If interested, please send resume to hr@cadretech.com.