Dexi is looking for a Software Support Specialist to join our team. As a Software Support Specialist, you’ll connect with our clients and make a difference in their day, providing technical support, troubleshooting, escalating and managing expectations, and resolving their simple technical issues. This is an outstanding opportunity to join a team of highly qualified peers and play an integral role in a thriving company that will challenge you to grow both your technical and business skills.
Our Software Support Specialists are responsible for troubleshooting and resolution of reactive service issues. This technical support service position requires excellent communication, attention to detail and some technical skills. Weekend (Saturday/Sunday) shifts will be required at least every other week.
Who we are:
Dexi is the global leader in Digital Data Intelligence and the world’s most powerful digital commerce platform. With offices in London England, Copenhagen Denmark, Tirana Albania, and Salt Lake City USA, we’re a highly technical, service-oriented organization delivering insights enterprise-level customers need to succeed.
We come from many cultures, nations, and viewpoints, but we’ve got a few things in common: we take pride in our craft, we believe in the incredible products we create, and we love to make people feel welcome. Our diverse and talented team values curiosity, accountability, and quality.
What you’ll do
- Provide professional and caring technical support to our clients via phone, email, and ticket tracking by managing your service request/ticketing queue.
- Help to keep our clients’ end users productive by documenting, monitoring, and resolving issues in a timely manner.
- Work with the Product Support Coordinator to manage expectations and service levels with our clients.
- Perform root-cause analysis and resolution.
- Research and supply knowledge base repositories for technical solutions and configurations.
- Know when to escalate problems that require additional support.
- Maintain industry expertise by learning new and evolving technologies and by attaining desired professional certifications.
- Contribute to Dexi’s vision and direction by helping improve Help Desk & product support practices.
What you’ll need
- 2+ years of experience working in a technical support environment.
- 1+ years of experience with working with SQL
- Proficient with Microsoft Office applications.
- Experience and willingness to create and maintain troubleshooting documentation.
- Experience using Customer and Ticket tracking software (Freshdesk preferred but not necessary).
- Strong written and verbal communication skills.
- Familiarity working with enterprise software as well as troubleshooting technical issues.
- Ability to work in a self-directed manner as well as being a trusted and accountable team member.
- Maintaining a personal service ticket queue
- Prioritizing assignments with the Product Support Coordinator
- Root cause analysis
- Service ticket documentation
- Time entry and management
- Work within the framework of Dexi’s Service Desk and customer service processes
- Excellent time management skills making sure time is used to complete tasks effectively and efficiently.
- Bachelor’s Degree in IT or related fields is preferred.
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