Customer Support Specialist I

The Mission – Why We Need You Founded in 1980 Continuous specializes in automation software and document processing solutions. Our products support the automation of companies and financial institutions most complex workflows and keep their human capital focused on the strategic work that moves their business forward. As we grow we are looking for a determined and collaborative Customer Support Specialist to help monitor alert and respond to cases stemming from our customers or customer environments. Objectives – The Problems You’ll Solve Reporting to the Manager of Customer Support the Customer Support Specialist will respond to alerts from customer environments support cases and any infrastructure issues which arise in any customer environment that is being monitored or cases created by customers. Using your determination organizational skills and dependability you will monitor diagnose and respond to failures reported via multiple channels. Subsequently you will proactively take action to resolve or escalate failures. You recognize how to resolve application (like OpCon) and system job failures and address first level support issues related to customers and their environments. You have technical experience in software support network support and basic system level troubleshooting skills. You will use this information to solve for the customer and will collaborate with the MAS (Managed Automation Services) Support and Infrastructure teams to make sure systems and OpCon environments run smoothly and efficiently with adherence to established SLAs. How You’ll Get ThereWithin your first 3 months you will:

• Familiarize yourself with the expectations for OpCon support SLA adherence and Managed Automation Services (MAS).
• Learn about how cases come in and the requirements to respond and resolve MAS and Customer Support Cases as a first level Customer Support Specialist.
• Attend OpCon Basic Training to gain comfort and familiarity with OpCon and how it is installed and configured for our top-tier customers. Understand the location and purpose of log files which exist for OpCon.
• Familiarize yourself with response expectations for MAS Support Cases for both Critical and Production level alerts.

Within Your First 6 Months You Will

• Gain familiarity with all MAS customers: their service agreements how to connect and most common Automation that has been implemented for them.
• Maintain 100% SLAs defined for MAS Support Cases by either taking direct action or by taking steps to escalate to the next level as per documented policy.
• Understand how to respond to and act on Infrastructure Service Alert tickets.
• Time management and dependability is established with other teams and team members to ensure that the Frontline Response Team is a trusted resource in providing service to our customers.
• Gain familiarity with OpCon functions screens logfiles and view of Operations to understand the ‘health’ of the customer being supported.
• Gain confidence with being on-call to respond to priority issues and alerts as required to meet the customer's needs and Service Level Objectives (SLOs).

Within Your First 12 Months You Will

• Become a trusted dependable and consistent member of the Frontline Response Team critical in providing customer service.
• Be an engaged team member that promotes collaboration determination authenticity and kindness.
• Create a culture of efficient throughput of incoming cases and alerts timely resolution prioritization of volume of cases and timely and needed escalations.
• Troubleshoot and resolve OpCon cases with minimum time and effort. If needed escalate to the next level.
• You are able to address tickets relating to other Continuous products like but not limited to VisualCron OpCon etc. by leveraging your technical skills.
• Give input and feedback to established policies recommendations for documentation and policies to strengthen the service of the Frontline Response Team.
• Collaborate with leadership to create and standardize procedures where it is lacking.

Competencies – What We’re Looking ForExperience with Level 1 triaging and responding to high volume of support or system issues: Our key objective is to have a reliable and consistent Frontline Response team that is meticulous and timely in their response to and resolution of customer and system issues. This team will build a trust and service-minded relationship with internal teams and with customers. You are comfortable working with Enterprise customers and support teams in high-stress production environments to provide patient customer-focused technical assistance and communicate and organize incoming alerts and tickets from various inputs. Passionate about organization and reliability: Your passion is in making sure that your work is organized and complete with attention to detail. Customer-focused: You are driven to improve customer service and promote a dependable environment of accuracy and reliability. Interpersonal skills: We are looking for a person we will enjoy collaborating with spending time with and investing in. You are motivated when working with a diverse team and being able to collaborate on continuous improvement. Intellectually curious: You have a strong level of curiosity and care about learning and self-improvement. You are willing to try out new techniques and continuously improve your own skillsets and understanding. Accountable: It bothers you when people do not follow through on their commitments. You have no problem planning the work working the plan and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves taken ownership of a process or policy and have executed consistently and accurately. Each day you are dependable and communicate openly and ahead of time to ensure team success – you have a solid work ethic displaying ownership of the responsibilities required in this role. What’s in it for you? At Continuous We Pride Ourselves On Ensuring That Our Employees Are Taken Care Of And That You Have What You Need To Succeed In And Out Of Work. In Addition To Competitive Compensation We Provide

• Medical HDHP, Dental and Vision insurance for you and your dependents which Continuous pays the full cost.
• Long-term Disability, Basic Life Insurance and AD&D for you which Continuous pays the full cost.
• 401(k) Investment Plan with a match of 100% on the first 3% of your contributions and 50% on the following 4% of your contributions per paycheck. If you contribute 7%, you will receive the maximum company match of 5%. (Eligible on the 1st of the month after your first full month of employment).
• Flexible PTO (like Unlimited Paid Time Off).
• 13 paid company holidays.
• 2 Company Wellness Days determined by Leadership.
• Optional Short-term Disability, Dependent and Medical FSA’s, Supplemental Life Insurance Benefits are offered fully funded by the employee through payroll deduction.

How We Work – Our Core ValuesBe Kind - We are kind and helpful. We care and act with empathy. We take care of ourselves each other and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware. Be Authentic - We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts ideas and skills. We show our true self -our whole self- every day. We unlock our teams' potential by unlocking our own and each other's potential. There is only one you and we want to see YOU every day. Be Collaborative - We unite for a common cause. We are in pursuit of the best idea - not our own idea. As a remote company we must collaborate and communicate to make a difference - an impact. We do this for our teams and for our customers. Be Determined - Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers ourselves and each other. Work Environment And Physical Requirements Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Elevated level of stress. Sedentary sitting walking infrequent lifting (overhead waist level) from floor bending frequent near vision use for reading and computer use.

• Work Days: Monday-Friday
• Work Hours: 6AM-3PM CST
• Member of On Call rotation required
• Eligible for overtime compensation
• Ability to work weekends and holidays as needed
• CompTIA A+ Highly Desired

EEO/AAP For Protected Veterans And Individuals With Disabilities Unisoft International Inc. dba Continuous is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy genetic information disability status as a protected veteran or any other protected category under applicable federal state and local laws. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact 281-348-9606 or recruiting@continuous.com for assistance.