Job Listing: Technical Support Agent

Job Postings ,

Re: discovery Software, Charlottesville, VA 

At Re:discovery Software we design collections management software for care takers of our nations treasures.
We have a notable and diverse clientele including art, history, & science museums, corporate & private
collections, archives, universities, research libraries, non-profits, archaeological sites, government agencies, and
more.


We are looking for a Technical Support Agent to handle support requests via phone and email from our users.
You will be responsible for walking customers through the process of achieving their goals with our products.
Responsibilities and Duties


• The primary responsibility of this role is to provide technical support via phone or email such as:

o Provides answers to clients by identifying problems; researching answers; guiding client through
corrective steps
o Walk customers through the process of installing the software and using its many features
o Listen to customers to discover the task they are trying to accomplish and recommend the best feature of the software to accomplish that task
o Direct customers to technical documentation and video tutorials
o Record all technical support contacts using our in-house tracking system
o Assuming remote control over customers’ computers when necessary to assist clients


• Re:discovery Software provides 24 hour support so Technical Support Agents rotate to be on-call nights
and weekends


• Other duties may include:
o Write and maintain instructional documentation
o Conduct live webinars on using the software
o Participate in development of client training programs by identifying learning issues; recommending instructional language
o Provide feedback to our implementation and programming staff about suspected technical issues
o Contribute to improvement of products by documenting client suggestions and observing where clients could use improved tools

Qualifications and Skills

• At least 2 years of coursework at an accredited college; coursework/experience in Information
Technology, Computer Science, or similar is a plus. Bachelor’s degree is preferred

• Extensive familiarity with Windows operating systems

• Working knowledge of Windows security administration and LANs

• Working knowledge of Microsoft Excel

• Excellent problem solving skills, verbal/written communication, and phone skills

• Help Desk experience is a plus

• Experience using Re:discovery Software products is a plus

• Employment is contingent on the successful completion of a background check and may require
government credentialing


Re:discovery Software Inc is an EEO/AA employer and offers a fully supported benefit package and competitive
salaries.
No phone calls. Please email resumes and letters of interest to rosy@rediscov.com.