Job Title: Software Support Consultant
Type of Company: My company makes financial software.
Education: High school and some college
Previous Experience: I have been at my current company for 32 years. Prior to that, though, I worked for another software company as a software developer.
Job Tasks: I primarily provide telephone support to our customers. Callers have problems with our software or questions regarding its use and it's my job to work with them to straighten things out. In order to do that, I have to understand what their business needs are and which features of the application they are having trouble with. I normally deal with people over the telephone or the internet, but occasionally we set up a webcast to get a first-hand look at the problem. If the problem stems from a defect in the software, I log the problem in our internal tracking system and provide the necessary information to our systems maintenance team, which then will handle the "repair."
Another of my responsibilities is customer training. This can either take place at the customer's or in our office. I train the customers on how to install and use our software.
In the past I have worked in other areas of the company. The most rewarding assignments were the start-up work I did in Europe. I spent two years in Europe working with newly-hired employees to develop new markets for our software. My duties included marketing, sales and "anything else that came up."
Best and Worst Parts of the Job: The best part of my job is definitely the satisfaction I get from resolving difficulties that customers have been experiencing. This requires many skills. I need first to understand the business needs of the customer, get the details of what they are doing and re-construct it myself. Once I've got all that, I use my knowledge of our systems to formulate a solution to the problem.
The worst part of my job is probably handling hostile situations. Sometimes a person contacting us with a problem is unhappy for personal reasons. It is hard to work with people who are uncooperative and who, sometimes, from sheer spite, will withhold information that we need to make a fix.
1. The most important skill in my job is to be a good listener. Let the customer explain what the problem is, then probe for more information. Do not interrupt them before they have finished explaining what the problem is.
2. If you are interested in a customer service job, you must be very patient. You are often dealing with a person who is not able to do his job because your software has malfunctioned. You must empathize with the customer and try to calm him down before you move on to resolving the problem.
3. The software business is in constant flux and you need to keep up with the latest technology. You should not depend entirely on your company to provide you with the training you need.
These schools offer particularly quick info upon request, and we have written detailed profiles for each (click school names to see the profiles).
Request info from multiple schools, by clicking the Request Info links.
A degree from CTU connects you to what matters most: powerful professional network, real-world professional faculty and innovative technology. Once you earn your degree you hit the ground running.
Push Your Creativity To The Next Level
CSU Global Campus - Project Management
With an education from an Art Institutes school, imagine what you could create.
Welcome to Argosy University
Argosy University offers doctoral, master's, and bachelor's degree programs to students through its eight colleges: College of Behavioral Sciences, Graduate School of Business and Management, College of Education, College of Health Sciences, College of Arts and Sciences, College of Creative Arts and Design, College of Clinical Psychology and Western State College of Law at Argosy University as well as certificate programs in many areas.
San Joaquin Valley College - A Private Junior College.
You’re serious about success. With your busy schedule and the desire to move your career forward, you can earn an accredited associate, bachelors or master’s degree at a pace that works for you anywhere, anytime, 24/7.
At AIU, the Serious U, you can get started to get ahead.
Earn your graduate degree online with Northcentral University.
Liberty University provides a world-class education with a solid Christian foundation, equipping men and women with the values, knowledge, and skills essential for success in every aspect of life.
Saint Mary's University of Minnesota's Online Master's Programs
At Saint Mary's, we take pride in offering online graduate degrees designed to complement the schedules of working adults like you. Get an affordable, convenient education from a top-ranked university that's grounded in real-world applications.
The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.
Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.
Most stories include:
Please also see our detailed information about Customer Service Representatives, including: