Customer Support & Self-service Specialist

What we're looking for:

Golden Software is seeking a full-time customer support and self-service specialist to join our customer success team. Our customer support specialists are integral to the success of our customers and our company. As a customer support specialist, you will get to explore a broad range of scientific concepts and problem solve visualizing and communicating those concepts with our customers around the world. As an author of our Grapher documentation and self-service materials, you will have the unique opportunity to use what you learn about our customers and products to create technical content that will help all of our customers succeed.

The ideal candidate for this position cares about customer service and enjoys the technical side of science & engineering. They are a natural problem solver that can put themselves in a customer’s shoes and develop purpose driven solutions. The person that will thrive in this role is driven to help others, is invested in achieving results, is dedicated to continual self and company improvement, and is comfortable not knowing all the answers.

This is a full time remote position with optional monthly team events held in the Golden, CO area. Candidates located in the greater Denver area are preferred. Travel for in person team and company meeting attendance may be required 1-4 times per year.

What we offer:

• Challenging, rewarding work of all types – Your primary responsibilities include answering customer questions about our scientific software products, processing customer orders, and ensuring customers have the tools they need to succeed. You will also ensure customers have the tools they need to succeed by developing targeted self-service content.
• An excellent work environment – We are a friendly group of dedicated individuals who have a strong desire to help customers and make Golden Software a great place to work.
• Stability – Golden Software has been in business for nearly 40 years.

Who we are:

We build success for customers by enabling them to communicate complex information. The scientific visualization software we develop, sell, and support is used by individuals in environmental consulting, oil and gas exploration and extraction, engineering, applied science, business, education, and government across the globe.

The customer is at the heart of all of our conversations, and this is the reason we have the best reputation in the industry for high quality, user-friendly software with superior customer support. We focus on continual improvement of self and company and believe the only mistakes in life are those where nothing is learned. We are an open-minded group of individuals that focus on results which enables our life-friendly and flexible work environment. We take pride in what we do, approach all that we do with intention, and we don't take ourselves too seriously.

What you’ll do:

You will be responsible for providing customers with the tools they need to succeed while using Golden Software products and for acting as the customer voice in all team and company projects.

Duties and responsibilities:

• Maintain technical expertise for each of our mapping and graphing software products.
• Provide phone, email, and LiveChat support to customers
• Teach customers how to use our software to communicate complex information. 
• Create and process estimates, orders, payments, and invoices
• Provide consultative sales solutions for customers
• Communicate the benefits of Golden Software products to prospective and existing customers
• Participate in software testing and provide feedback to developers
• Help define and develop self-service solutions that provide the best possible customer experience
• Author technical content for our customer self-service channels
• Write, review, and utilize internal procedures to ensure accuracy and efficiency
• On-board and train new hires
• Advocate for customers by sharing their feedback, suggestions, roadblocks, and successes with product teams
• Collect and communicate customer use cases and value propositions to relevant teams
• Actively contribute to the Golden Software Vision by participating in company wide quarterly projects

As with any thriving company, we have a slew of projects and opportunities for anyone to tackle. You will have the opportunity to develop your role into one that fits your skills and interests and creates value for our customers and company.

What we expect from our customer support team members:

• Strong desire to help others
• Thorough and efficient problem-solving skills
• Creative solution development skills
• Strong verbal and written communication skills
• Ability to discuss and apply a broad range scientific concepts
• Excellent research abilities
• Active listener
• Curious life long learner
• Self-motivated go getter
• Meticulous attention to detail
• Continuous improvement of self and company
• Take a holistic approach to customer support

Skills and requirements:

• BS or BA degree in a scientific discipline, chemistry & geosciences preferred
• Strong math skills with the ability to translate understanding for others.
• Basic knowledge of HTML and CSS
• Experience with Windows and Microsoft Office tools
• Experience with customer service or support
• Experience with technical writing or documentation

Optional, but great to have:

• Experience with Grapher or any Golden Software products
• Experience with other GIS or Geology software
• Experience with NetSuite, Zendesk, Jira, or Confluence
• Experience with source control and authoring platforms
• Familiarity with programming or scripting
• Experience with NetSuite, Zendesk, Jira, or Confluence
• Experience with order processing
• Experience using ERP or CRM tools

Send resume in confidence to jobs@goldensoftware.com and include what attracted you to this position.