Associate Software Support Specialist - job 1 of 3

As an Associate Software Support Specialist at our Kansas City office, you will troubleshoot and resolve clients' inquiries related to our ERP Pro 9 Property Tax software. Your role involves providing exceptional customer service, managing multiple inquiries, and advocating for the client’s needs to ensure software functionality meets their expectations.

Candidates for the Associate Software Support Specialist role should have a college degree or equivalent work experience. While prior experience in property tax software is a plus, strong interpersonal, decision-making, and organizational skills are essential for this fast-paced, client-focused environment.

In the Associate Software Support Specialist role, advancing your knowledge involves reviewing new software functionalities and engaging in ongoing training. You'll have opportunities to create and enhance documentation and webinars, which not only helps you learn but also supports clients in their understanding of our software.

As an Associate Software Support Specialist, you can expect a fast-paced work environment filled with diverse experiences. The company fosters a culture of teamwork and a common goal of helping clients, ensuring that no two days are ever the same.

Valuable skills for the Associate Software Support Specialist position include effective problem-solving abilities, strong organizational and time management capabilities, excellent communication skills, and proficiency with modern technology and software applications.

When answering this question, provide specific examples of past experiences, such as identifying problems through client inquiries, detailing the steps you took to resolve them, and emphasizing your commitment to excellent customer service.

Discuss your approach to prioritization, including how you assess urgency, categorize issues, and effectively manage your time. Mention any tools or methods you use to stay organized, which highlights your ability to remain calm under pressure.

Researching the ERP Pro 9 software in advance will help you craft a knowledgeable answer. You can discuss its functionalities, the role it plays in property tax processes, and any specific features that stand out to you.

Provide a specific anecdote where you recognized a client's issue or need and took the initiative to advocate for them. Highlight the steps you took and the positive outcome that resulted from your actions.

Showcase your diplomacy and conflict-resolution skills by outlining your approach to empathizing with the client, actively listening to their concerns, and working collaboratively to find a solution, all while maintaining professionalism.

Discuss your passion for helping others and your desire to contribute to team success. Mention any personal goals related to learning, professional growth, or client satisfaction that fuel your motivation in the workplace.

Detail your strategies for staying current, whether through continuous education, webinars, networking with peers, or participating in industry groups. This shows your commitment to professional development and adaptability to changes.

Explain the importance of documentation in a support role and describe your method for accurately recording client issues and the steps taken to resolve them. Mention how you use this documentation to enhance client understanding and improve team communication.

Prepare a story that clearly illustrates a situation where you exceeded client expectations, including the actions you took and the feedback you received. Highlight how this experience aligns with the values of client-focused service.

Reflect on the company’s mission, values, and the specific aspects of the job that attracted you. Talk about your enthusiasm for contributing to a team that prioritizes client support and innovation in technology.