Software Support Representative
Location: US, FL, Orlando
Employment type: Full-time
Required experience: Entry level
Required education: Unspecified
Industry: Computer Software
Function: Customer Service
Salary range: 25000-30000
Company profile: Providing reliable library automation solutions since 1985, Surpass Software is today used world-wide. School media centers form Surpass' largest customer base, but Surpass is also the leader in church libraries and is widely used in public libraries, corporate resource centers, and other special libraries. Though its reach is wide, Surpass remains a very small, tight-knit, company of dedicated individuals who care deeply about the product, its users, and each other. 
Description: Providing reliable library automation solutions since 1985, Surpass Software is today used world-wide. School media centers form Surpass' largest customer base, but Surpass is also the leader in church libraries and is widely used in public libraries, corporate resource centers, and other special libraries. Though its reach is wide, Surpass remains a very small, tight-knit company of dedicated individuals who care deeply about the product, its users, and each other. Surpass Software Support Representatives answer users' questions, troubleshoot problems and, in general, help users get the most from their software. Help is provided by email, telephone, and web chat, and sometimes involves remote control of users' computers. Other duties might include developing and updating documentation, knowledgebase articles, video tutorials, and conducting live webinars. Support representatives work together with Software Development to help make the software better based on users needs and suggestions.Surpass Software serves users who vary in their levels of expertise and experience, from novice library volunteers to experienced librarians and high-level IT administrators responsible for many locations.This is full-time, salaried, telecommuting position. Standard business hours are currently Monday-Friday, 8:30 - 5:30 Eastern Time but employees are sometimes expected to work outside of those hours when required to meet our clients' needs.
Requirements: Support reps typically work from home or wherever they have a quiet, distraction-free work environment (no loud pets or children, etc.) with a computer, high-speed Internet connection, and a telephone. Employees are responsible for providing their own computer (Windows 7 or newer) and broadband Internet connection. A web cam and microphone are required for occasional video staff meetings. Surpass Software provides a computer-based VoIP telephone connection or an Ethernet connected VoIP telephone but some employees prefer to have incoming calls routed to their personal land-line or cell phones. Surpass Software provides all required software such as Microsoft Office.Required SkillsProficiency in Microsoft WindowsExcellent written and verbal communication skills Strong troubleshooting mindsetAbility to explain complex topics in simple termsUnderstanding of network/server concepts in Windows (network shares, user administration, etc.)Ability to keep your own computer up and running smoothly for 100% of business hoursPersonal TraitsPatience with beginner-level clientsWarm and friendly Empathy for othersDiscipline to keep work time strictly business in a home office environmentInherent desire to explore and learn new thingsQuick learnerAbility to jump among multiple tasks with easeBeneficial Experience & SkillsWhile not required, we will give greater consideration to applicants who have experience in the following areas:Library operationsTechnical supportCustomer serviceFamiliarity with iOS and/or Android environmentsWeb server configurationDatabase conceptsTechnical writingSoftware developmentNetwork security
Benefits: All full-time employees are eligible to participate in Surpass Software’s current profit sharing program whereby employees are paid a bonus on the first pay period after the end of each calendar quarter. All full-time employees are eligible for paid national holidays. All employees earn paid vacation days, personal days, and sick leave based on tenure. Because of the small size of the company and the locational diversity of its employees, the company is not able to offer health insurance benefits at this time.
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