At Continuum Applied Technology, we develop leading-edge software for an amazing industry, and our standards for support are as high as those for product development. Superior support is one of the core foundations of our company and a large part of what makes our clients choose us over our competitors. In an industry that revolves around relationships, we understand the importance of collaborative communication, and to ensure each client's experience with CORRIDOR Software exceeds expectations, we hire Product Support Specialists who are smart, driven and approach customer service with the same attitude we do.

As a CORRIDOR Software Support Specialist, you'll work in a dynamic, supportive team environment, learn fast, and apply your problem-solving and communication skills to assess, resolve and document client software issues with a continuous focus on client satisfaction. If you're a collaborative, detail-oriented problem-solver... and generally a very helpful person, we want to meet you!

Primary Responsibilities:

• Provide professional support for inbound requests via phone, web portal and e-mail.
• Apply advanced troubleshooting skills to diagnose, prioritize, and resolve escalating user and technical issues.
• Develop understanding of client business processes and provide consultation to apply software features for maximum benefit to client.
• Monitor, document, and manage each resolution process in a timely manner.
• Effectively communicate status and resolution updates to clients.
• Refer suspected code or documentation defects to appropriate teams following established procedures.
• Collaborate with Technical Support, Quality Assurance, and Implementation teams as necessary.
• Work on special projects as assigned by Support leadership and communicate project status to management team.
• Operate with minimal supervision with wide latitude for independent judgment and decision-making. Must be comfortable raising issues to management or asking for assistance when needed.

Knowledge and Skill Requirements:

• Exceptional analytical, troubleshooting, and problem-solving skills

• Effective interpersonal and professional communication skills, both verbal and written
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and solutions
• Ability to effectively manage and organize multiple projects and responsibilities
• Strong customer orientation with ability to develop and maintain client relationships
• Aptitude for problem analysis and resolution at both a strategic and functional level
• Experience with the suite of Microsoft tools (Excel, Word etc)
• Ability to quickly learn and comprehend ever-changing technology
• Ability to work effectively in a dynamic, team-oriented environment
• Dedication to providing the highest standard in customer support
• A positive, empathetic attitude towards customer needs
• Database (SQL/Oracle) experience - is a plus
• Zendesk ticketing system experience – is a plus
• Software support experience – is a plus
• Technical background – is a plus

Benefits and Work Environment

• At CATI (a Camp Systems Inc company), we know that great people make a great company. We value all our team members and offer a competitive compensation package that includes:
• Group Health Insurance, including options for vision and dental insurance
• Generous PTO and annual holiday policy
• Contribution to 401(k) retirement plan with a company match
• Disability Insurance, Pet insurance and a multitude of mental wellness offerings
• Opportunities for ongoing training, professional development and career development (career paths)
• A dynamic, international work environment and positive culture
• Our culture, cool office space with a small company vibe, encourages our people to do their best work every day. We offer our team members the flexibility to make daily choices that can help them to be healthy, centered, innovative and productive
• Applicants must be currently authorized to work in the United States for any employer
• This position is located Austin, Texas (northwest area of). Currently on a hybrid in office work schedule.
• Relocation costs or visa sponsorships are currently not available for this position

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)