Description:
The Customer Support Specialist at OneArc serves as a key liaison between customers and internal teams, acting as a primary contact for users. This contributes to our customer satisfaction as well as adoption and spread of the use of our software by our customers.
Key Areas of Responsibility:
- Provide technical issue resolution to customers via email, phone, other electronic communication or on-site.
- Install, configure, and troubleshoot OneArc software.
- Identify, correct or advise on any issues with software and hardware configurations.
- Ensure orders are prepared, packed and dispatched per company procedures.
- Assist in the preparation and setup of demos and special events.
Objectives:
- Maintain high levels of customer satisfaction.
- Provide quick and professional responses to customer inquiries.
- Provide a positive experience for any customer interaction within the company.
- Follow defined customer support procedures and policies.
- Assist customers with various projects.
Skills:
- Excellent communication (oral and written), interpersonal, and organizational skills.
- Able to work independently and efficiently to meet deadlines.
- Able to promptly answer support-related emails, phone calls, and other electronic communications.
- Self-motivated, detail-oriented and organized.
- Experience with hardware and software issues.
- Problem-solving mindset.
Education and Experience:
- Working experience with Microsoft Office and Google Apps.
- Experience with hardware and software installation and troubleshooting.
- Interest in software technology, simulation or game-based training.
- Ability to effectively present information and respond to questions from customers.
Additional Attributes:
- Experience with BAE Systems OneArc products such as VBS and ArmA.
- Three to six months of related customer support experience or training.
- Equivalent combination of education and experience.
- Prior customer service experience with CRM applications.
- Basic ArmA/VBS scripting, terrain creation, basic model creation and/or basic programming.
- Operating System administration troubleshooting.
- Networking fundamentals and troubleshooting.
Travel:
- Can occasionally be requested to travel to support company events or provide on-site support.
