WorkWave is building a team of motivated, organized, energetic, and empathetic professionals with strong customer advocacy skills to help our field service clients navigate software applications. If you love to troubleshoot issues, have a natural curiosity to learn new things, and are driven to help customers, then this position is for you!
We are looking for a Software Support Technician to join our Customer Care team in our Charlotte, NC area office.

WHAT YOU’LL DO:
  • Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency
  • Gather customer information to determine issues by evaluating and analyzing reported symptoms
  • Identify and escalate priority issues; directing cases to appropriate teams and resources as needed
  • Replicate customer-reported issues, capturing necessary information per standard processes
  • Accurately process and record call transactions
  • Offer product or workflow alternative solutions where appropriate
  • Organize ideas and communicate messages appropriate to listeners and situations
  • Proactively follow up and make scheduled call-backs to customers when necessary
  • Stay current with system information, changes and updates

WHAT YOU’LL NEED:
  • Experience with relational database tools – SQL knowledge
  • Ability to educate and explain technical or process-heavy information to non-technical end-users
  • Results-oriented professional consistently delivering in an evolving environment
  • Polished written and verbal communication skills
  • We look for empowered out of the box thinkers who are able to solve day to day issues
  • Team oriented and work well with others to get the right answers quickly
  • Bachelor’s degree

WHAT WOULD ALSO BE AWESOME:
  • Accounting experience or knowledge of a service industry software application
  • Experience working with modular, integrated software applications
  • Experience with Microsoft Windows desktop and server operating systems and platforms
  • Familiarity with report design tools – Crystal Reports knowledge preferred
  • Knowledge of networking and network equipment

A FEW WORDS FROM THE HIRING MANAGER:
“We are looking for someone that loves solving sometimes complex problems, is driven by a desire to help others and is committed to excellence.”

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