Software Update Technician Job Description:

Ideal Software Systems, an innovator in business management systems for 30 years, is looking for a motivated individual to join its growing team for this part-time position. The candidate will play an integral role in the installation of software updates for the company’s Financial Services Division by managing the scheduling, reporting process, resolving installation issues, and managing all required internal resources to ensure the timely installation of systems.

NOTE: Please be sure to submit a professional cover letter for this position as a statement of your ability to create professional correspondence with a customer. A synopsis of why you feel you are a perfect fit for this position is what we are looking for in your cover letter.

Job Responsibilities:

• Field incoming calls regarding software updates, email, and live chats from clients to answer questions, resolve issues, troubleshoot problems, and research root cause for highly complex issues
• Follow the issue from start to finish, including escalation to development when necessary
• Perform root-cause analysis on issues and make recommendations for corrective actions
• Track projects and tickets in an issue tracking system
• Install new systems and perform upgrades, both remotely over the phone and on-site
• System preparation and testing
• Software testing of new features and changes prior to release
• Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
• Other responsibilities as assigned

Minimum Necessary Qualifications:

• Minimum 1 year of technical and/or customer service experience (call center customer service experience, technical help desk or desk side support experience preferred)
• Basic knowledge of database structure, remote access (VPN), and networking, with the ability to increase this knowledge
• Basic skills in Microsoft Excel and Word
• Basic skills in Google Applications (Google Docs, Gmail, Calendar, etc.)
• Knowledge and use of Microsoft Windows 7-10, Microsoft Windows Server 2003 -2016
• Experience in a fast-moving environment
• Strong verbal and written communication skills
• Strong time management, organization, and decision-making skills
• Ability to systematically identify and solve sometimes obscure problems within a store-based commerce product in a client/server environment
• Multi-Task multiple projects and make sure each project’s deadline is met
• Initiative to set up appointments for upgrades without being micro-managed

Desired Qualifications:

At least 1 year toward AA/BS degree in a related technical field (Technical Call Center experience will be considered in lieu of degree)
Experience in a call center preferred but not required

Compensation and Benefits:

• Competitive base salary commensurate with track record and experience
• Live and work in a great location

Ideal is a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment, and financial markets.

Ideal’s rapidly growing client base, aggressive product development path, and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities. Applicants with previous experience will be given priority.