Stanley Black & Decker, Inc.

Software Support Specialist

Stanley Black & Decker, Inc.

full-time

Posted on:

Location Type: Remote

Location: Ohio • United States

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Tech Stack

FlutterSQL

About the role

  • Answer on average 24 inbound calls per day from Franchisees and Customers
  • Work productively, efficiently, and effectively in a virtual, home office environment
  • Utilize internal systems such as Windows OS and PC hardware / AS400 / Web / Customer Relationship Management / Intranet and Internet systems, as well as SQL and Mongo; familiarity with Flutter is a plus
  • Diagnose and resolve issues over the phone; utilize shareware programs to direct-connect remotely to a caller’s PC to assist with repairs and updates
  • Test software in advance of new version updates
  • Learn current and previous Point of Sale software (MBA) to assist Franchisees during platform transitions
  • Service customers outside of normal business hours during rotating on-call responsibilities (approximately 1 time per month)
  • Administer accounts on Intranet sites providing users with access
  • Handle complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically, and respond in a professional way
  • Quickly interpret customer, product, and shipment information and demonstrate strong customer service skills while on the phone

Requirements

  • Advanced experience working with Windows operating systems (Windows 10/11) and PC hardware
  • Experience with proprietary software or demonstrated ability to learn software applications quickly
  • Experience using SQL tools/environments (ex: SQL Management Studio) and comfort working around databases
  • Strong customer service skills (phone and written) and superior follow-up habits
  • Excellent communication skills, including the ability to explain technical steps clearly and succinctly to non-technical users
  • Patience and professionalism when coaching Franchisees and Customers through troubleshooting steps multiple times when needed
Benefits
  • Medical
  • Dental
  • Life
  • Vision
  • Disability
  • 401(k)
  • Employee Stock Purchase Plan
  • Paid time off
  • Tuition reimbursement
  • Discounts on Stanley Black & Decker tools and other partner programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLMongoDBFlutterPoint of Sale softwareWindows OSPC hardwaresoftware testingremote troubleshootingdatabase managementproprietary software
Soft Skills
customer servicecommunicationproblem-solvingempathyactive listeningpatienceprofessionalismclarifying questionsfollow-upcoaching