As a Specialist Software Support you would help customers and partners resolve problems via telephone, email, or remote sessions. You would reproduce the problem in VMWare Images or other appropriate environment to determine the solution and carry out remote maintenance on the customer’s system if required. You would create solution approaches, documents bugs and features and is responsible for the further processing and practical follow-up of the support events assigned until the problem is resolved.
 
This is a hybrid role and requires regular weekly travel to the Beacon, NY office.

• Respond to incoming customer support cases within established time frames.
• Answering general customer queries.
• Reproducing and testing problems reported by customers.
• Carrying out remote maintenance on customer systems.
• Provide and/or research a proper solution to the submitted support case.
• Recording of all aspects of a Support Case in the CRM.
• Escalate to the proper level all support cases requiring additional resources for issue resolution.
• Provide excellent communication and follow-up with customers to ensure a positive customer relationship.
• Documenting bugs and features.
• Any other duties as requested by management.

• Required 2-year college degree or complimentary tertiary studies relating to IT OR 2 years maintaining and troubleshooting software issues in an IT environment.
• Would prefer a minimum of 2 years' experience supporting, installing and configuring Windows software.
• Must be able to demonstrate a high level of competency with software and operating systems, in a Windows environment.
• Must possess a thorough understanding of networking protocols (TCP/IP, HTTP,DNS, DHCP)
• Knowledge of databases (MS-SQL, MySQL, Oracle) 
• Ability to comprehend, analyze and research problems of a complex nature and make judgment decisions as to their solution.
• Native language skills in either English, Spanish, or Portuguese 
• Possess excellent analytical and organizational skills, as well as excellent oral and written communication skills in English.
• Some travel required.

• This is an hourly position with an annual starting salary range of $45,000 to $50,000
• Standard 40 hours work week, Monday to Friday from 8:30am to 5:00pm EST
• One shift, on rotation every 13 to 14 weeks, you will need to work from 10:30am to 7:00pm EST to meet business needs for global clients
• DocuWare funds $2,000/$4,000 annually towards single/family HDHP deductible
• Your choice of medical plans (HDHP, EPO, PPO)
• Short Term Disability (100% company paid)
• Long Term Disability (100% company paid)
• Group Term Life insurance (100% company paid)
• 401(K) with company match 
• 12 annual paid holidays and generous PTO plan
• Profit Sharing  
• Internationally growing and well established company 
• Thorough onboarding & induction period 
• Training and development opportunities
• Participation in a positive intercultural company culture with an openness to new ideas 
• Virtual instructor led fitness offerings.
• Access to Udemy training academy and Tuition Reimbursement
• Flexible Spending & Dependent Care Accounts
• Company events and more

New ideas are always welcome here.
 
At DocuWare, you’ll find an open corporate culture, a wide variety of options for further education and a friendly, informal work environment. We offer creative, self-motivated individuals a diverse, international working environment with plenty of freedom and opportunity for professional development.
 
You can find what makes us a unique and rewarding employment experience on Instagram! Check us out at https://www.instagram.com/life.at.docuware/.

1. Prescreening with a Recruiter to get to know each other.

2. Interview with the Recruiter and Hiring Team. 

3. Completion of a use case at home.

4. Final interview with Recruiter and Hiring Team to review use case.

Aleida Colabattista

Specialist People & Culture
careers@docuware.com

25 Creek Drive
Beacon, NY 12508


EEOC Statement
DocuWare Corporation is an Equal Opportunity/Affirmative Action Employer (Equal Opportunity Employer/Veterans/Disabled).
 
 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. DocuWare values diversity, equity and inclusion and this policy applies to all employment practices at DocuWare. DocuWare is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.
  
 Background Screening Statement
 Employment is contingent upon a successful completion of a criminal background investigation subject to any federal, state, and local laws.