DockMaster is looking to hire a highly motivated, driven Software Support Specialist to join our growing team!
The Software Support Specialist will be responsible for providing clients with industry-leading support for Dockmaster Software. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone and e-mail.
DockMaster is a financial management platform for marine and marina businesses worldwide. Customers utilize DockMaster to manage their service jobs, inventories, sales, storage agreements and customer engagement. Our business is celebrating 40 years in the marina management space, and we have a trusted enterprise solution as well as a modern web-based CRM.
The successful candidate will be based in the USA and must be capable of working in fast moving remote work environment!
What your day will look like:
- Respond to incoming support e-mails and calls
- Make outgoing support calls to identify and document issues defined by clients
- Research, diagnose, and resolve client issues, striving for first-call resolution whenever possible
- Accurately and thoroughly log client issues and follow up on any unresolved items to help identify issues with Dockmaster Software Products and provide detailed information on any reported issues to management
- Keep abreast of DockMaster Software Services and be able to effectively communicate with clients about these services
- Help identify any potential current client sales through product enhancements and training opportunities
- Participate in paid off-hours on-call rotation approximately 2 times per Quarter
About You:
- Marine industry / Boatyard administration / Marina experience, DockMaster or similar marina software is essential
- Technical proficiency with business management software, CRM systems, and database management. Familiarity with DockMaster Software is a plus
- Strong Customer service, building sustainable relationships and trust with customer accounts through open and interactive communication
- Ability to analyze data on the base level to identify issues and anomalies
- Complete understanding of GAAP accounting principles, including Accounts Receivable, Accounts Payable, General Ledger
- Ability to pick up new concepts easily with initiative to learn and self-motivate
- Assertive and able to resolve client issues with tact and diplomacy
- Excellent communication skills required
- Good listening skills, and ability to clarify problems or issues
- Team Player willing to actively learn DockMaster Software
Education and Experience:
- Marine industry, Boatyard administration or Marina experience, DockMaster or similar marina software is essential
- 2+ Experience in Customer Service or Technical Support
- At least a bachelor’s degree or above, with Business or Accounting being preferred
- Technical proficiency with business management software, CRM systems, and database management
- Fluent in English, both written and verbal, is essential
- Legally authorized to work in the US
We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.