Customer Support Specialist at Red Wing Software in Minneapolis, Minnesota

Customer Support Specialist

The Customer Support Technical Specialist provides timely, accurate, and customer-focused technical assistance to users of our software products. This role serves as a key point of contact for troubleshooting issues, answering product questions, and ensuring a positive customer experience while working closely with internal teams to resolve more complex problems. This role will directly support Red Wing Software's core agriculture, accounting, and payroll products.

Take calls from our customers and reseller partners to answer questions regarding proper usage of Red Wing Software products.

Help our customers install and/or trouble-shoot installations of the Red Wing Software products on various Windows operating systems.

Ongoing product training required to gain proficiency in all Red Wing Software products, including agriculture, accounting, not for profit and payroll software.

Prioritize calls, research more complex issues, and recommend actions to customers to correct problems encountered using software.

Enter information regarding customer calls into the internal customer service calls tracking system.

Record customer suggestions and product problems in company's ticketing system.

Perform product quality assurance-related testing of newly developed software products as needed.

Willing to learn and train customers in a professional services, webinar or classroom setting.

Collaborate across Customer Support and other departments to help maintain product documentation and enhance online customer help resources.

Demonstrate interest in emerging AI tools and technologies, with a willingness to learn and grow foundational fluency through hands-on use, training, and experimentation.

Professional Experience:

Prior customer service/customer support experience.

Post-secondary degree.

Prior experience with accounting software or accounting principles required (e.g., CenterPoint, QuickBooks, or ag-specific tools).

Familiarity with the agricultural sector is highly preferred (whether it's in a professional or personal capacity).

Other Attributes:

Customer Service - Delivers high-quality service; responds promptly to requests; solicits feedback; genuinely enjoys helping others.

Problem Solving - Identifies and resolves issues efficiently; listens carefully across varied communication styles; strong analytical skills.

Communication & Interpersonal Skills - Communicates clearly at all technical and organizational levels; presents effectively in one-on-one and group settings; listens actively; maintains confidentiality.

Technical Skills - Pursues ongoing training; continuously builds and shares knowledge.

Teamwork - Balances individual and team responsibilities; open to others' views; gives and welcomes feedback; fosters positive team spirit.

Quality Management - Seeks continuous improvement; demonstrates accuracy and thoroughness.

Ethics - Treats people with respect; keeps commitments; acts with integrity and honesty; upholds organizational values.

Motivation - Self-starter; sets and achieves challenging goals; persistent in overcoming obstacles.

Planning & Organization - Prioritizes effectively; manages time efficiently.

Practical Details:

Location: Remote (US-based) - driving distance to Twin Cities metro / Red Wing, MN preferred but not required

Core hours: 9:00 AM - 5:00 PM Central Time

Position type: Full-time