Customer Software and Meter Specialist

Documation - San Antonio, TX

Full-time

San Antonio, TX

Publishing Industries

About the position

The Customer Software and Meter Specialist position at DOCUmation, Inc. is a full-time role based in San Antonio, TX, primarily focused on customer interaction and technical support related to meter readings and data collection software. This position requires the specialist to engage in outbound communications, including phone calls and emails, to gather meter readings from customers and ensure their daily connectivity to the Data Collection Software (DCA). The role also involves providing live assistance with DCA installation, connectivity issues, reporting, alerts, and other network or software-related activities. In this split role, the specialist will be responsible for keying meter readings into the E-Automate system and verifying that devices are accurately reporting in the collection software. Collaboration with other departments is essential to maintain and assess equipment information, ensuring that each DCA account is functioning correctly. The specialist will provide support to customers regarding network connections and will be expected to communicate effectively with both internal and external customers, demonstrating professionalism and courtesy in all interactions. The position requires the ability to manage multiple priorities and follow through on various projects and activities to completion. The specialist will serve as the first point of contact for users experiencing software and application issues, providing end-user support and resolution as needed. This role is crucial in maintaining customer satisfaction and ensuring the smooth operation of software and meter systems.

Responsibilities

• Keying meter readings into E-Automate.
• Verifying if devices are reporting in collection software.
• Working with other departments to maintain and assess equipment information to ensure proper reporting of each DCA account.
• Providing support to customers on network connections.
• Communicating and interacting with internal and external customers and team members in a courteous, positive, and professional manner.
• Maintaining alert implementation and administration.
• Updating audits timely and accurately.
• Monitoring account activity.
• Demonstrating effective communication by phone, in writing, and in person.
• Showing initiative and acting independently to resolve problems.
• Managing multiple priorities and following through on projects and activities to completion.
• Providing first-level contact for all users with software and applications problems.
• Providing end-user support and resolution as expertise permits using available tools and processes.

Requirements

• 3-5 years of experience in Customer Service.
• Attention to Detail.
• Phone and Email Etiquette.
• Excellent Customer Service Skills.
• Ability to work with a team and independently.
• Technical knowledge and skills.
• Superior troubleshooting skills and analytical abilities for problem identification.
• Great communication skills, both verbal and written.
• Ability to distinguish between user-generated problems, hardware problems, and network problems.
• Proficiency with Microsoft Office applications, including Outlook and Excel.
• Experience using E-Automate and DCA preferred.

Nice-to-haves

• Some college education preferred.