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Aleyant: Full-time Software Support Position (work from home)

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  • Aleyant: Full-time Software Support Position (work from home)

    Aleyant is currently seeking a full-time, client service-oriented Software Support Representative to join our growing team.

    The Support Representative will be responsible for expertly handling incoming and ongoing client services inquiries. This position will assist with the daily operations of the Client Services Team through identifying and resolving customer concerns related to usage of all software applications developed by Aleyant. Our goal is to provide concise, accurate, and timely responses to all support inquiries.

    We are looking for an extremely reliable, self motivated individual who enjoys working with customers. The ideal candidate will be highly detail-oriented, can easily adapt to change, absorb and apply new information, and will posses the determination to learn and recall detailed processes, both technical and procedural in nature.

    Education/Experience/Technical Skills:
    • Associate's degree (A.A. or A.S.) or equivalent from 2-year college or technical school; or 3+ years related experience and/or training; or equivalent combination of education and experience.
    • Minimum 2 years of customer service experience. Ticketing system / phone support experience is a plus.
    • Candidate must be proficient in using a computer for documenting and tracking support activities.

    Additional Information:
    • This is a full-time, work from home position.
    • It is preferred that you reside in the Greater Chicago area, although not required.
    • Must have a permanent residence with a defined working space that is quiet and free from interruptions and distractions.
    • Must have high speed internet connection or be willing to get it installed.
    • Exceptional communication skills, including phone etiquette and writing abilities.
    • Must be extremely organized and have strong attention to detail, including ability to effectively communicate challenging or technical concepts.
    • Client focused, and team oriented.
    • Ability to quickly learn, understand, and apply the concepts of a web-based software program.
    • Must be able to multi-task, prioritize, and consistently meet deadlines in a fast-paced environment.
    • Ability to remain resilient, project patience and empathy, and provide excellent customer service when dealing with difficult customers and stressful situations.
    • Ability to quickly adapt to new and changing technologies.
    • Strong problem solving and analytical skills.

    Ideal candidate would have:
    • Past experience working for a software company in a customer service role.
    • A passion and aptitude for technology.
    • Background in the Print Industry.
    • Working knowledge of Adobe Acrobat, InDesign and Photoshop.
    • Experience with Web-to-Print solutions.

    Responsibilities/Job Description:
    • Act as first line of support for existing clients (handle incoming calls, manage ticket system, email inquiries, etc.).
    • Document, track and monitor support requests.
    • Identify, research and resolve technical issues.
    • Provide prompt, accurate solutions including workarounds, suggestions, alternative usage, fixes, etc., by phone, email or video.
    • Refer unresolved issues to designated departments for further investigation, while maintaining communication with escalation team and customer.
    • Ensuring appropriate changes were made to resolve customers' problems, and involve management team when appropriate.
    • Contact customers to respond to inquiries or to notify them of results and any planned resolutions.

    Apply
    In order to be considered for this position, each candidate must send in a cover letter and resume to jobs@aleyant.com.

    Aleyant offers competitive salaries and benefits, including: comprehensive medical/dental/vision plans, life and accident insurance, 401(K), flexible spending plan for healthcare and childcare, paid time off, paid holidays, and more.

    Aleyant is an equal opportunity employer. For additional product information and company overview, please visit www.aleyant.com

    About Aleyant:
    Founded in 2005, Aleyant is an innovative leader in providing robust software services to the graphic communications industry at value-driven prices. Aleyant creates web-to-print, estimating and production, and prepress automation workflow software for graphic arts professionals. By unifying production processes, we expand our customers’ ability to be more available, efficient and profitable.

    Aleyant offers four primary products:
    • *Aleyant Pressero™ is an award-winning, affordable and easy-to-use cloud-based B2B and B2C online storefront and portal solution that can quickly and easily be customized to individual client and market needs.
    • *Aleyant eDocBuilder is a web-based online design and variable data publishing (VDP) system.
    • *Aleyant tFLOW is an affordable yet powerful digital workflow automation and customer service solution for commercial, large format, label, and specialty graphics.
    • *Aleyant PrintJobManager™ is a Zapier-compatible cloud-based print job management solution that includes a fast means of generating market-driven pricing, job management, inventory control, planning and estimating across a variety of production technologies and applications.

CanonKBAAvantiSmartsoft (Presswise)DuploEnfocusXerox

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