Software Support Specialist

Verified Credentials•,

4d•Remote

About The Position

At Verified Credentials, our mission is to provide a remarkable client experience with a spirit of service, commitment, and excellence. We are a leading background screening company with an open and inclusive culture. We foster active engagement and collaboration among a geographically dispersed workforce. We are growing and seeking a dynamic individual who is willing to put forward and execute on new ideas. Your knowledge, skills, and abilities will be valued and respected, and you will have the opportunity to make a real difference. The primary purpose of this job is to provide support for internal end users by diagnosing and resolving software-related issues. This role involves identifying, tracking, and helping to resolve defects throughout the software development lifecycle. Collaboration with cross-functional teams is essential to ensure product reliability, performance, and compliance with business requirements. Maintaining effective communication and documentation practices is key to supporting continuous improvement and efficient service delivery.

Requirements

Proficiency in troubleshooting software configurations and specific use-case related issues.
Strong written and verbal communication skills with a focus on clarity, professionalism, and customer service, and the ability to explain technical issues to non-technical stakeholders.
Ability to document processes and technical steps clearly and concisely.
Demonstrated ability to prioritize tasks, manage time and multiple tasks effectively, and work independently in a fast-paced environment.
Strong analytical and troubleshooting skills, with a methodical approach to problem-solving.
High attention to detail and a proactive mindset for identifying edge cases and potential risks.
Demonstrated ability to work both independently and collaboratively in a fast-paced environment.
Familiarity with browser developer tools and web application behavior.
Willingness to learn and adapt to evolving technologies and processes.
Associate degree in Computer Science, Information Technology, or a related field, or 3+ years of experience in software, technical, or application support within a SaaS-based environment.
Experience working in cross-functional teams across the software development lifecycle.
Experience supporting enterprise applications, ideally in a regulated environment such as a Consumer Reporting Agency (CRA).

Responsibilities

Serve as a direct point of contact for end-user technical support, resolving incidents and service requests in a timely and professional manner to minimize operational disruptions.
Diagnose and resolve issues related to standard software applications and integrated business systems to support day-to-day operational needs.
Document detailed, reproducible bug reports and collaborate with developers for resolution.
Conduct root cause analysis and escalate high-risk defects to appropriate stakeholders.
Manage and respond to support tickets in a timely manner, prioritize workload based on impact and urgency, and escalate issues as needed.
Document procedures, technical resolutions, and support trends to improve service delivery and knowledge sharing.
Provide clear, courteous communication and maintain ownership of issues through resolution to ensure a positive team member experience.
Track service delivery metrics and contribute to achieving team goals and KPI targets.
Promote a shared sense of purpose and collaboration by communicating openly with the IT team and internal stakeholders.
Provide regular updates to the Software Business Analyst Manager on issue trends, project status, and risks.
Review logs and monitor scheduled processes to proactively identify emerging issues.
Stay informed of current policies and procedures.
Continued professional development through ongoing training and education.
Other duties as assigned.