Customer Support - Software

Job Description

Job Description

Located in Central Ohio, we have been delivering innovative record management products and services to government officials since creating our patented indexing system in the 1800s and continuing today by developing technology with a purpose through unique software applications and solutions for recording, imaging, and searching land, court, and other official records. As a leader in our industry, we strive to be the most trusted provider for preserving, protecting, and presenting official public records.

We seek a Customer Support Analyst who strives to provide exceptional customer service and has a strong technical aptitude and problem-solving abilities. The right individual must have the ability to quickly develop a thorough knowledge base of the company's software products and consistently provide excellent service through their interactions with our customers.

Key Duties & Responsibilities for this position are listed below:

• Resolving inbound software-related issues ensuring the highest level of customer service
• Providing remote customer service by responding to inbound calls and placing outbound follow-up phone calls
• Problem-solving in partnership with our customers to quickly determine the appropriate resolution path
• Documenting issues within the customer relationship management system with clear, concise, and accurate information including the path of troubleshooting and resolution
• Assist with trend and root cause analysis by identifying and communicating problem trends to the appropriate internal stakeholders
• Other responsibilities may be assigned to this position in response to business needs
  
  

About You

You have experience working in a software support capacity with various customer support tools and procedures. You have:

• 2+ years experience working in a software technical support capacity and with customer support procedures and processes; Exceptional customer service skills
• Excellent verbal and written communication skills; Ability to work well under stress and remain calm while dealing with frustrated customers.
• Strong analytical and problem-solving skills; Ability to learn quickly and apply your knowledge.
• Strong organizational skills; Ability to manage time effectively and independently; Ability to multi-task, set own priorities, and flourish in a fast-paced environment.
• Experience with customer relationship management systems (i.e. MS Dynamics, Salesforce, etc.) desired. Some working knowledge of Microsoft Office (Word and Excel).
• Experience with MS Windows and installing/supporting computer software desired.
• Excellent work history and dependable attendance record.
  
  

Our team members enjoy a competitive compensation and benefits package including:

• Paid time off
• 401K retirement plan with a match
• Comprehensive medical, dental, and vision plans
• Basic life & ADD insurance and short and long-term disability
  
  

This position participates in a hybrid work schedule. A 100% remote position is not available at this time.

Direct hire, full-time opportunity. No contractors or third parties, please.

We thank all applicants in advance for their interest, but only those applicants who are to be considered will be contacted. Must be authorized to work in the U.S. for any employer without company sponsorship.

We celebrate employment equity and diversity! We encourage applications from all qualified individuals and do not discriminate on the basis of disability, race, ethnicity, religion, gender, sexual orientation, age, veteran status, or any other basis protected under federal, state, provincial, or local laws.

Company Description

Headquartered in Columbus, Ohio, Cott Systems is an established, well-respected software and services company that provides solutions to local county governments within the United States. We specialize in understanding and responding to local government information management needs by building a partnership with their clients and the public that they serve.

Company Description

Headquartered in Columbus, Ohio, Cott Systems is an established, well-respected software and services company that provides solutions to local county governments within the United States. We specialize in understanding and responding to local government information management needs by building a partnership with their clients and the public that they serve.