Software Support Specialist

Software Support Specialist – Remote – United States

DockMaster is looking to hire a highly motivated, driven Software Support Specialist to join our growing team!

About the Role: The Software Support Specialist will be responsible for providing clients with industry-leading support for Dockmaster Software. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone and e-mail.

Here is a little window into our company: DockMaster is a financial management platform for marine and marina businesses worldwide. Customers utilize DockMaster to manage their service jobs, inventories, sales, storage agreements and customer engagement. Our business is celebrating 40 years in the marina management space, and we have a trusted enterprise solution as well as a modern web-based CRM.

DockMaster was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate will be based anywhere in the US, working in a remote work model!

What your day will look like:

• Respond to incoming software support emails and calls.
• Make outgoing support calls to identify and document issues reported by clients.
• Research, diagnose, and resolve client issues, striving for first-call resolution whenever possible.
• Accurately and thoroughly log client issues and follow up on any unresolved items to help identify issues with DockMaster Software Products, providing detailed information on any reported issues to management.
• Stay informed about DockMaster Software Services and effectively communicate with clients about these services.
• Help identify potential sales opportunities with current clients through product enhancements and training.
• Participate in a paid off-hours on-call rotation approximately two times per quarter.

About You:

• Marine industry / Boatyard administration / Marina experience, DockMaster or similar marina software is essential.
• Technical proficiency with business management software, CRM systems, and database management. Familiarity with DockMaster Software is a plus.
• Strong customer service skills, building sustainable relationships and trust with customer accounts through open and interactive communication.
• Ability to analyze data at the base level to identify issues and anomalies.
• Complete understanding of GAAP accounting principles, including Accounts Receivable, Accounts Payable, and General Ledger.
• Ability to pick up new concepts easily with the initiative to learn and self-motivate.
• Assertive and able to resolve client issues with tact and diplomacy.
• Excellent communication skills, both written and spoken.
• Good listening skills and the ability to clarify problems or issues.
• Team player willing to actively learn DockMaster Software.
• Legally authorized to work in the US.

Education and Experience:

• 2+ years of experience in Customer Service or Technical Support.
• Bachelor’s degree, with a preference for Business or Accounting.
• Technical proficiency with business management software, CRM systems, and database management.

For further information about DockMaster, you can visit our website at www.dockmaster.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.