Connect First Inc. was founded in 2004 and is a privately held company based in Boulder, Colorado. Geoff Mina and Richard Manulkin founded Connect First as a way to revolutionize the contact center industry around the primary mission of providing exceptional customer experiences. Those experiences are derived from a culture of integrity, passion, transparency and communication coupled with world-class, mature telecommunications software that is stable and effective. Today we have over 500 clients worldwide and boast a 97% customer retention rate and zero complaints three years in a row.

We have immediate opportunities for Software Support Specialists (Tier 1) to join our Boulder, Colorado team. The successful candidates are professional, highly motivated and have the ability to function well in a fast paced, dynamic organization. The Software Support Specialist will play a vital role in evaluating, troubleshooting and quickly resolving software concerns and questions. Proven experience dealing with customer satisfaction is particularly valuable as it is the central point of contact for all Connect First customers.

Responsibilities:

• Identifies, analyzes, troubleshoots and resolves software problems with the aim of satisfying the customer's needs quickly and intelligently.
• Identifies underlying causes of a problem, classification and escalation where necessary. 
• Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
• Partner with Customers' wide array of configurations and environments to optimize the Connect First call center software solution.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. 
• Proactively looks to offer prevention solutions to eliminate re-occurrence of problems through trend analysis and problem reviews.
• Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that will affect customers.
• Will work cross-functionally in a customer facing capacity.

Software Support Specialist Requirements:

• Must be a self-starter possessing excellent time management skills and be able to switch between tasks quickly and efficiently.
• Must possess excellent verbal and written communication skills. 
• Experience in a customer-facing software support role.
• BA/BS or equivalent experience.

Additional skills or background we would be thrilled if you had any experience with or interest in:

• Experience with SaaS model and applications. 
• Call Center industry experience. 
• Telecommunication experience.
• Solution implementation in the premise-based or the hosted telecommunications software industry.
• Solid understanding of web based fundamentals.

The successful candidate will be able to learn quickly and adapt to an ever changing environment. You must also have excellent customer service skills along with strong technical ability. You must be available to work various shifts and be on call.

The Goods:

This is a full time position located in our Boulder office. We offer very competitive salary plus  bonuses and merit raises; comprehensive benefits, high matching 401k, gym membership, unlimited Paid Time Off, paid 2 month sabbatical, and a casual yet demanding and fast paced work environment. We are a dog friendly company, and even offer Pet Insurance! We find time to get outside and enjoy the best of what Boulder has to offer.  We also pay for relevant continuing education, conferences, and skills development.

We promote heavily from within, and like to see our team quickly master our platform and to take that knowledge into other areas of the business; we succeed by helping you define your skills and interests and encouraging you to grow into bigger opportunities and responsibilities.

Please apply by sending:

1. Resume
2. Cover letter.
3. In your cover letter please tell us:your favorite or most satisfying experience solving a problem – either personally or professionally. This can be short and sweet. Emails without this simple little anecdote will be passed to the back. 

We look forward to hearing from you!!

The Connect First Crew