Software Support Specialist

As a Software Support Specialist you will be responsible for supporting customer’s technical issues related to specialty areas of our Software as a Service Application, Ultipro. You will go through an intensive, paid 12 week training program, where upon completion you will be placed on one of our specialty support teams. Potential teams include, but are not limited to: Business Intelligence, Systems, Custom Interface, and Time & Attendance.

The position requires strong analytical, problem solving, and troubleshooting skills. Qualified candidates possess excellent verbal and communication skills, time management, organizational skills, and is highly motivated to provide excellent customer service.

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #5 on the inaugural list of “100 Best Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities: (other duties may be assigned)

  • Provide outstanding customer service with a high degree of satisfaction and technical acumen, with thorough and timely response
  • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to customers
  • Make recommendations for process improvement
  • Attend internal and external department training sessions as required
  • Manage cases and escalate to the appropriate team for research and resolution as needed
  • Exhibit excellent analysis, problem solving, and troubleshooting skills
  • Set and manage customer expectations
  • Adhere to Support Center Practices (SCP) guidelines

Requirements:

  • Knowledge of SQL, Systems Administration, or Data Warehousing
  • Passion for blending Customer Service and Technology
  • Positive demeanor and professional attitude
  • Strong verbal and written communication skills
  • Ability to multitask, work on a fast paced team, and meet deadlines
  • Comfortable managing multiple, high-priority issues

Education/Certification/License:

  • Bachelor’s Degree: MIS, CIS, IT, Business Administration, Accounting, or equivalent business experience

Travel Requirement: Limited upon request


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