Client Software Support Specialist

As a Client Software Support Specialist to our valued customers, you will be responsible for all aspects of system support to users of IDI Billing Solutions Customer Care and Billing software. In this fast-paced work environment, candidates must be passionate about helping customers, have strong trouble-shooting and analytical skills, be highly technical, have excellent verbal and written communication skills, be organized, work well in a team, demonstrate the ability to learn quickly and manage multiple priorities.

This is not a call center. Our Client Software Support Specialist is a product expert in the multi-faceted operation of the software, providing guidance/assistance to customers with a vast array of concerns including software installation, product functionality, problem-solving and day-to-day operations. A Client Software Support Specialist must possess the ability to articulate complicated technical problems and solutions effectively when communicating with the Company's customer via email and telephone.

DUTIES AND RESPONSIBILITIES

• Primarily and wholly responsible for providing outstanding technical customer support and being constantly approachable for our customers and business partners. Assistance is sought primarily through our telephone and email.
• Maintain a productive attitude in the workplace, presenting challenges in a positive light and offering practical approaches to overcoming difficult challenges while treating all individuals with respect.
• Research technical problems and customer inquiries.  Troubleshoot and resolve issues/problems in a timely manner.
• Document call details and e-mails into the tracking system.
• Participate in customer software implementations, installations, configurations and upgrades.
• Interact/communicate with internal IDI departments.
• Continue learning and research of new technology.
• Available to customers and teammates with regular, punctual, and reliable attendance. Shifts are scheduled within the hours of 8:00 a.m to 9:00 p.m.
  • Must participate in on-call pager/cell phone support as scheduled.
  • Must participate in software installations as scheduled.
• Performs other related duties as assigned by manager.

YOUR EDUCATION AND EXPERIENCE

We’d prefer some college education in business, software, or a computer-related field, a technical degree or certification in a computer-related field or equivalent experience.

You’ll work in an office environment with frequent use of telephone and computer. The opportunity to travel for training, client visits and conferences may be available on occasion.

Come see how telecom rocks at IDI. Please submit your resume with salary requirements to: resumes@idibilling.com.

STARTING YOUR IDI CAREER

IDI Billing Solutions needs independent thinkers with a technical aptitude, strong communication skills and a commitment to being successful on the front lines of customer satisfaction. IDI’s Client Software Support Specialists are support experts in operations, configuration and trouble-shooting activities related to our proprietary billing solution (this is not general computer Help Desk support – you will never ask our customers, “Did you reboot?”).

We’re looking for personable and personality and a good match for a corporate culture steeped in innovation, creativity and continuous learning. Excellent verbal and written communication skills are a must, as well as the ability to follow through on commitments, manage multiple priorities and passionately work to resolve client questions.

ABOUT IDI BILLING SOLUTIONS

From the hottest technologies to the coolest gadgets, telecom makes the world go around. If you doubt that, look around and tell me how many people you see on their phones this very minute!  At IDI Billing Solutions, we take the “wow” factor in telecom and turn it into dollars and cents. All those pictures, messages, apps, etc. – our software platform bills for them.

IDI Billing Solutions provides operations and billing support solutions to mobile, wireline and IP-based service providers (think Cellular One, Jitterbug, Comcast, etc.). As a billing company, we are perched right on top of telecom’s trillions of dollars of revenue. When they grow, we grow.

IDI is an inc. 500/5000 recipient (5 times) and has won technology awards from Microsoft and Cisco, as well as numerous industry kudos.

Besides a great industry and challenging work, there’s plenty of fun, too. IDI works hard and plays hard. Holiday parties, bowling get-togethers, picnics, wicked Halloween fun and ponies (really, there were ponies at last year’s picnic). We’re also community minded, offering employees 8 hours of community service time each year for the charity of their choice. A competitive salary, 401k contributions, merit bonuses, three week’s vacation to start (and more) create a compelling benefits package.

Come see how telecom rocks at IDI. Please submit your resume with salary requirements to resumes@idibilling.com.

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