Job Details
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**Position:** Customer Support Specialist - Business Technology **Location:** Omaha, NE
**Job Id:** 417 **# of Openings:** 1 The ***Customer Support Specialist*** provides end-users of business applications with training and support on how to effectively use the various applications to run their business. The position is responsible for providing excellent customer service to all internal and external users regarding application login, usage, and troubleshooting. **Essential Duties and Responsibilities:**
* Develop and maintain a thorough working knowledge of company-sponsored software applications and their databases
* Review weekly reports for accuracy and determine action for any non-reporting or under-reporting locations
* Stay abreast of platform enhancements, bug fixes, enhancement requests and support issues
* Support new Franchisees with initial QuickBooks company file setup, overview of operational procedures, and review of best practices
* Assist Franchisees with business technology applications by supporting requests to resolution
* Monitor all applications for critical enhancements and complete necessary training in order to provide relevant support to users
* Test newly released application features
* Assist new offices with initial configurations with various applications, coaching on required operational procedures and suggesting best practices
* Assist with processing weekly payroll and billing for home care businesses
* Monitor support ticket traffic for response times and resolution according to company standards
* Evaluate support requests on a regular basis, looking for themes that drive training and communication opportunities
* Assist users with login issues for all company-sponsored applications
* Ensure users receive timely resolution and effective communication related to support requests
* Identify and educate best practices that will improve operational efficiencies
* Generate requested system or location-specific reports
* Participates and contributes to the preparation and execution of company events
**Knowledge, Skills, and Abilities** **Education/Certification:**
* Associates degree or equivalent combination of education and experience required.
**Experience:**
* Qualified candidates will have customer support experience (via phone and email/helpdesk ticketing)
* Qualified candidates will have a strong technical aptitude. We will train the specific technology but the right candidate will be a quick learner!
* Some basic accounting or QuickBooks knowledge will be helpful in this role
* Critical thinking is a must - there will be problems to troubleshoot and there is rarely just one right answer!
* Strong PC skills with the ability to learn, utilize, and train required programs, software, and technology
* Effective and professional verbal and written communication skills
* Ability to multi-task in a fast-paced environment.
*Right at Home, a RiseMark Holdings, LLC company, is an equal opportunity employer that celebrates, supports and promotes diversity and inclusion. We will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity, or any other legally protected basis, in accordance with applicable law.*
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