Customer Support Specialist I

Title: Customer Support Specialist I

Location: Lacey, Washington, United States

Type: Full-time

Workplace: Fully remote

Job Description:

This position works under close to moderate supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments. 

Alliance Enterprises develops software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, Alliance has led the way in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Here is a little window into our company: Alliance Enterprises was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidates can be based anywhere in the US, working in a remote work model!

What your day will look like:

Duties and Responsibilities 

• Troubleshoot support issues of a proprietary case management system 

• Utilize internal and external tools to achieve a positive outcome for our customers 

• Assist on-premise and hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements 

• Demonstrate the ability to adapt to an ever-changing software development life cycle including modern technologies and requirements  

• Maintain quality case documentation, including formatting standards and styles  

• Maintain case movement expectations 

• Understand specifications and basic code reading skills 

• Depend on others for instruction, guidance, and direction 

• Communicate clearly for assigned duties both written and spoken  

• Provide timely updates on assigned work to relevant stakeholders 

Supervisory Responsibilities 

• None 

Requirements

About You:

 Required Skills and Abilities  

• Required to participate in daily scrums 

• Required to participate in weekly support triages 

• Required to participate in support training activities 

• Ability to collaborate with customers on issues and inquires with moderate supervision 

• Ability to work cases within contractual service level agreements 

• Ability to perform duties as a Project Implementation Support Assistant 

• Proficient in Microsoft Office; Word, Excel, PowerPoint, and Teams 

Preferred Education and Experience 

• High school diploma or GED required 
• Associate Degree or equivalent years of experience 
• 2 years’ experience in customer support 
• Previous experience supporting a proprietary database software 

• Basic understanding of relational database management systems (RDBMS) 

• Basic understanding of the software development life cycle (SDLC) 

• Basic networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN 

• Basic understanding of Microsoft SQL Server to include creating basic select queries and reading stored procedures 

• Basic understanding of Microsoft Internet Information Server (IIS) 

• Basic understanding of analytics using Power BI or Tableau 

• Basic Programming Skills or Visual Studio experience 
• Familiarity with Vocational Rehabilitation  

Travel Required 

• None 

Physical Requirements 

• Prolonged periods sitting at a desk and working on a computer 

• Operation of a computer and typical office machinery 

• Must be able to lift up to 15 pounds at times 

Affirmative Action and Equal Employment Opportunity 

Alliance is an Equal Opportunity Employer.  

If you require reasonable accommodations to perform any of these duties, please contact: .  

For further information about Alliance Enterprises, you can visit our website at 

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Wellness Resources
• Short Term Disability