Support Specialist

Our Mission

“Help retail & service companies streamline and GROW their business.”

Do you get a sense of accomplishment from helping people solve problems and making their day a little easier? Are you the type who can stay calm under pressure, dig into tricky issues, and explain technical solutions in a way that actually makes sense? We’re looking for a Support Specialist who’s ready to be the go-to resource for our clients — the person they trust to troubleshoot issues, guide them through processes, and help them get the most out of our industry-leading business software.

We are a growing software company based in Vancouver, WA with a cloud SaaS solution. We're currently the top business software in the Pool, Hot Tub, and Hearth industries - and looking to grow well beyond that in the years to come.

In this role, you’ll work directly with clients to troubleshoot issues, answer questions, and keep their businesses running smoothly with our software. From resolving support cases and handling accounting-related challenges to documenting solutions and sharing knowledge with the team, you’ll play a key part in making sure our clients feel supported and successful.

Here’s a snapshot of what we want you to do:

The Support Specialist will help build solid client relationships by providing top-notch client support for Evosus software products. On a day-to-day basis, the Support Specialist will troubleshoot and resolve client support cases both over the phone and via email through case management software.

Here’s the stuff we expect you to be doing day to day:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor assigned cases in your queue and process in the order received using the priority process and Service Level Agreement.
• Identify and verify client reported problems, troubleshoot and resolve software application issues or triage issues to the Support Lead or Client Success Team Manager.
• Understand and use general accounting terms & processes to assist clients with accounting-related questions and businesses processes
• Track and document client support inquiries & related activities in an internal tracking system.
• Qualify and complete training and consulting opportunities.
• Identify potential opportunities such as clients looking to make the transition from Evosus Legacy to LOU. Task the appropriate team members for follow up.
• Subject Matter Expert, exhibits board and deep knowledge of job and related areas.
• Provide written documentation detailing solutions and assist with documentation for training purposes.
• Demonstrated ability to perform duties independently.
• Communicate technical concepts and solutions clearly (verbally and in writing) to individuals with varied technical backgrounds and skill levels.
• Qualify and complete training and consulting opportunities.
• Subject Matter Expert, exhibits board and deep knowledge of job and related areas.
• Demonstrated ability to perform duties independently.
  
  

These Skills Are Must-haves For You To Be Successful

Relationship Building Customer Orientation Results Orientation

Active Listening Assertiveness Team Player

Problem Solving Decision Making Industry Knowledge

Plus These Required Qualifications

• 2 or more years of relevant experience working in customer support, preferably for a software company.
• Relevant or transferable knowledge from the retail, service or construction business sectors
• Advanced computer skills
  
  

Preferred Education And Experience

• Associate's degree in a related field, OR an additional 2 years of relevant professional experience.
• 2 or more years of business operation experience in retail or service management
• Experience with specialty retail or field service businesses
• Familiarity with Salesforce Service Cloud
  
  

Here’s Where You’ll Hang Out

This position is based at our corporate headquarters in Vancouver, WA, where you’ll work in a collaborative, professional office environment.

Position Type/Expected Hours Of Work

This is a full-time position, Monday through Friday, in a hybrid work environment. You may work in the office or split time between the office and home, based on the hiring manager’s discretion.

Your rewards!

• Full-Time
• $24.04 - $27.88 per hour. The hired applicant will be offered pay within the compensation range based on their qualifications and professional experience, as well as the needs of our business.
• Coffee & Snacks when at the office
• 120 hours PTO annually, accrued each pay period
• 10 Paid Holidays
• 100% Employer Paid Medical, Dental and Vision benefits for Employee
• Flex Spending Account
• 401K with 100% employer match up to 4% of gross salary. Federal limits apply.
• Hybrid Work Environment
• Potlucks!
• Wellness Reimbursement
• Words of Affirmation
• Awesome Co-workers
  
  

Evosus is an Equal Opportunity Employer

Evosus participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.

The Pay Range For This Role Is

24.04 - 27.88 USD per hour(EHQ)