Travel: None
Salary Range: 45K - 60K (plus bonus)
Job Level: Mid-Level (5+ Years)
Manages Others? No

Racarie Software, a leader in the Human Resources software market, is looking for a Technical Support Specialist to join its team.  This person will be responsible for Tier 1 technical support across all of Racarie Software's products and customer base. We are looking for a well-rounded, technically inclined individual who can diagnose issues, recommend solutions, and communicate directly with clients.

Racarie Software is based in Cary, North Carolina, but operates a virtual office where most employees work remotely / telecommute. This is a work-from-home position and the person we hire will be required to provide his or her own private work space, such as a home office.  Local candidates are preferred but non-local candidates will be considered as well.

Responsibilities

• Respond to technical questions from customers via our web-based support portal, email and phone, during regular business hours (M-F 9am - 6pm ET)
• Diagnose and troubleshoot issues raised by customers and escalate issues to Tier 2 support and developers as needed
• Track escalated issues through to resolution
• Provide input to the product development team on new features and functionality
• Create and update help articles for the self-service product knowledge base
• Maintain professional communication with clients at all times

Requirements

• 3+ years experience providing technical support for software or technical products
• Deep technical understanding of basic web technologies and protocols, e.g. HTML, cookies, SSL, etc
• Ability to quickly become an expert in new web software and technology
• Excellent professional communication skills (written and verbal)
• Private, dedicated home workspace with internet and phone

If you have the requirements listed above and are interested in joining an agile, fast growing company building innovative technology solutions, please apply by clicking the link below.