Careers

Essential Duties and Responsibilities:

• Respond to customer requests for support via email and other modes (telephone, TEAMS, ZOOM, etc.)
• Identify, research, and resolve technical and application problems.
• Professionally handle incoming requests from customers and ensure thorough documentation and timely issue resolution.
• Develop a solid understanding of all Rediker Software and partner company programs which we sell and support.
• Test the software for product defects and report the results to supervisors.
• Produce special projects for internal personnel or customers when assigned.
• Contribute knowledge-based articles related to questions and answers encountered during support calls.
• Attend department meetings and/or training sessions as required.
• Participate in other company-related events, (customer training workshops, etc.) as needed.
• Work cooperatively with other departments.

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. Other duties and responsibilities may be assigned as dictated by the business needs and conditions.

Education and Experience:

• High School diploma or equivalent along with experience in a customer support environment is necessary.
• Computer software and hardware knowledge is strongly preferred.
• Familiarity with Windows platform, MS Word, MS Excel, email is preferred.
• Organized and detail oriented, with follow through.
• Ability to quickly learn new software.
• Ability to analyze and solve problems efficiently.
• Ability to multi-task and stay organized.
• Ability to communicate clearly, in writing and verbally.
• Ability to work independently and as a member of a team.
• Ability to work quickly under pressure.
• Highly motivated, flexible, and reliable.
• Has a pleasant, patient, and friendly attitude.
• Sense of integrity and commitment to customer satisfaction.
• The ability to handle complaints and resolve problems is necessary.

Competencies and Skills:

• Must have working command of the English language.
• Must be able to read, write and interpret the English language.
• Ability to speak, read and write in Spanish is a plus.
• Must be able to communicate in English verbally and in writing (basic verbal instructions, simple written memos, and instructions).
• Strong computer skills preferred.

Physical Demands: 

• Frequently communicates over the phone or through email with customers who have inquiries about their software.
• Must be able to exchange accurate information, verbally and in writing, coherently, legibly, and regularly.
• Must be able to review information visually and key-in information related to customer support through a PC/computer.
• Must be able to interact with others, have good attendance and good hygiene to exchange information and key issues with team members in close quarters frequently throughout the day.
• Attend in person department meetings and training sessions.
• Participate in and attend in-person company-related events and customer training workshops.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• Offices and workstations are located on three levels accessible primarily by stairs and there is elevator availability if required.
• Rediker Software has in place a COVID-19 vaccination policy, requiring all Rediker staff to be fully vaccinated, regardless of work location. Also, Rediker Software is a non-smoking place of business and there is no smoking on company property.

Please submit cover letter and resume to:

HR@Rediker.com

Rediker Software, Inc.

2 Wilbraham Rd

Hampden, MA 01036