ILUS - Software Support Specialist I

Daifuku Intralogistics America•Bolingbrook, IL

1d•$65,000 - $70,000

About The Position

The Software Support Specialist (Level 1) is an entry-level role within the software support organization and serves as the first point of contact for customers seeking assistance with supported software applications and systems. The role focuses on initial triage, basic troubleshooting, issue documentation, and timely escalation of incidents using established support procedures. It is designed to build foundational technical, customer service, and support process skills, with close guidance from senior support staff.

Requirements

Associate or bachelor’s degree in information systems, Computer Science, Software Engineering, or a related field, or equivalent technical training or experience.
0–2 years of experience in a technical support, help desk, or customer service role.
Excellent verbal and written communication skills.
Self-motivated and detail-oriented.
Creative thinking and problem-solving skills.
Ability to lead work teams and projects effectively.
Ability to multitask while maintaining attention to detail and deadlines.
Ability to learn new technologies.
Team-oriented and collaborative.
Basic understanding of software applications, operating systems, and common IT concepts.
Ability to follow documented troubleshooting steps and support procedures.
Strong customer service mindset with a professional and courteous demeanor.
Ability to gather accurate information and document issues clearly and consistently.
Strong attention to detail and organizational skills.
Willingness to learn new systems, tools, and technologies.
Ability to work effectively in a team-oriented support environment.
Time management skills and ability to prioritize tasks under guidance.

Nice To Haves

Familiarity with basic software troubleshooting concepts and customer support practices.

Responsibilities

Serve as the first-line responder to customer-reported software and system issues through phone, email, or a ticketing system.
Perform initial problem identification, triage, and basic troubleshooting using documented procedures and knowledge base articles.
Accurately log, update, and track support cases in the help desk or CRM system.
Gather diagnostic information, logs, and screenshots to assist with issue resolution.
Resolve common, well-documented issues and requests within defined service-level guidelines.
Escalate complex, unresolved, or high-impact issues to Level 2 or higher support according to escalation procedures.
Communicate clearly and professionally with customers about issue status, next steps, and expected outcomes.
Follow defined support workflows, incident management processes, and documentation standards.
Participate in training, shadowing, and knowledge-transfer activities to build technical competency.
Identify knowledge base gaps and suggest improvements.
Assist with customer-related or job-related tasks as assigned.