ePublishing: Software Support Specialist

Headquarters: Chicago, IL
URL: http://www.epublishing.com

About the Role

We build software products and websites for publishers. This position is primarily responsible for handling and resolving our clients’ incoming support cases, providing direct assistance or gaining resolution through our talented team. This is a full-time position.

Responsibilities

Perform tier 1 triage on support tickets
Manage support tickets through our online customer support portal
Escalate/reassign issues to other team members as needed
Effectively work with clients and other team members, including Product, Project Management, and Engineering
Assists with the testing of software updates
Attend scrum team ceremonies and assist with sprint prioritization
Technical debugging of product or website issues reported by clients

Qualifications

Excellent written and verbal communication skills
Demonstrated experience in customer service and support roles
Technical knowledge for basic debugging and troubleshooting
Demonstrated experience using AI
Availability in the Central or Eastern Time Zones

Strongly Preferred

Content Management System experience including working with and troubleshooting websites
Experience in Agile SDLC
Experience using SQL to query and analyze data
Knowledge of website performance indicators, google analytics, and ad systems

To Apply

https://weworkremotely.com/remote-jobs/epublishing-software-support-specialist

Software Support Specialist at ePublishing