[Remote] Software Specialist

Note: The job is a remote job and is open to candidates in USA. WineFetch is a company looking for a Software Specialist to provide software support directly to customers. The successful candidate will be responsible for investigating customer issues, documenting software-related problems, and ensuring timely resolution of reported issues. Responsibilities Provides first-level investigation to the customer and resolution for the Constellation Suite of Products Work closely with development, documenting and communicating software-related issues Accurate and timely tracking of all reported issues in our call management tool Meets all defined service levels for unresolved problems, reassigns the ticket to the appropriate internal/external team Applies technical aptitude (operating systems, PCs, printers, remote-control utilities, etc.) to resolve client issues Advises the Customer Care Manager on sensitive Client situations Attends and participates in Team meetings Attends CHS product training, as required Makes recommendations to address problems, improve service, and provide improved support Develops frequently asked questions (FAQ) documentation Work shifts may vary to accommodate maximum help desk coverage Attend service release handoff meetings as requested Skills College/University degree in Business Administration, Computer Science, or related discipline Customer Support Experience General Accounting/Costing knowledge Courses or Experience in Residential Construction, Commercial Construction or Property Management, Real Estate Management and/or IT fields Proficient in MS Windows applications Comfortable utilizing remote access utilities such as Remote Desktop, VPN Superior analytical skills to resolve customer issues Self-Managed and motivated with the ability to work with minimal direction in a collaborative team environment Excellent interpersonal skills, both verbal and written Provide courteous, friendly, and professional communication with external and internal stakeholders Ability to adapt to a fast-paced environment Excellent time management and set priorities, managing conflicting demands Positive team attitude and ability to collaborate with team members and co-workers Works well under pressure Benefits Medical Dental Vision Basic life insurance Short/long term disability 401(k) participation (with company match) 10 days of vacation for new employees Sick time based on state requirements 8 Company-paid holidays 2 personal holidays per year Company Overview WineFetch is an e-commerce and marketing platform for the retail wine and spirits industry It was founded in 2004, and is headquartered in Chapel Hill, North Carolina, USA, with a workforce of 11-50 employees. Its website is