Seeking a technical software support analysist for software company

AppColl, Inc. provides cloud-based enterprise software solutions for law firms and corporate legal departments. Our Denver Tech Center office is seeking a Technical Customer Service Representative to handle our growing needs in the areas of customer onboarding, support and troubleshooting, training, and more. Candidates must have technical aptitude and experience first and foremost. Prior technical customer support experience is a must. Advanced Excel skills are crucial as you will be manipulating data every day. You must be comfortable verbally communicating with customers daily.

Main Job Tasks and Responsibilities:

You will be responsible for handling first level support for account setup, customer issues, report generation, online training and inquiries. You will also be responsible for determining the proper escalation path needed to solve issues while managing the process to resolution.

Activities include:

Deal directly with customers by email, phone and Zoom

Import customer data into the AppColl platform

Assist and train customers in all aspects of our platform

Promptly respond to and resolve customer inquiries

Direct customer requests and unresolved issues to the proper channels

Manage customer accounts

Maintain customer interaction and transaction records via email and Salesforce Help Desk

Communicate and coordinate with internal departments

Follow up on customer interactions

Skills (Required)

Must live in Metro Denver area and be able to come into the office a few days per week. Working from home a few days per week is allowed.

Advanced knowledge with Microsoft Excel (functions, formulas, vlookup, pivot tables, etc.)

High school diploma at a minimum

2+ years full-time experience in a technical customer support role dealing with software applications (not just hardware or Microsoft products)

Knowledge of Microsoft Word, Powerpoint and Outlook

Desire for daily customer interaction

Knowledge of one of more help desk software products (Salesforce, Zendesk, Freshdesk, etc.)

Solid understanding of technologies surrounding: Internet, Networks, Cloud computing, databases and software.

Commanding knowledge of Windows or MacOS operating systems.

Willingness and desire to extensively learn Patent and Trademark law

Skills (Preferred)

Bachelor’s degree in a technical field and/or legal certifications

Background in legal docketing systems (huge plus)

Knowledge of customer service principles and practices

Knowledge of administrative procedures in a legal environment

Knowledge of Salesforce

Key Competencies:

Interpersonal skills

Verbal and written communication skills

Listening skills

Problem analysis and problem-solving

Attention to detail

Customer service orientation

Adaptability

Initiative and desire to learn every day

Compensation:

Competitive salary plus benefits

Eligible for company profit sharing plan