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Software Support Specialist
Core responsibilities of the position include, but are not limited to, the following:
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Technical phone support to customers
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Documentation of all customer communication through internal ticketing system, Team Support.
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Diagnosing software issues and bugs, performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.
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Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications
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Learning, understanding, implementing and training on a variety of software applications
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Identification and communication of additional revenue streams/opportunities
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Providing regular and timely status reports and progress of assigned work to the Manager of Support Services
Essential Qualifications:
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:
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1-2 years customer service experience in a technical environment required
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Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus
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Familiarity with using CRM Platforms to document all customer communication
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History of use with Microsoft 365, Teams, and VOIP systems preferred
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Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity.
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Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions.
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Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
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Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
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Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail.
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Commitment to continuous learning and adoption of emerging technologies and best practices.
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Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.
Salary range: $65,000 – $75,000 USD per year.
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