Software Support Specialist

Tuff Shed•Denver, CO

8d•Hybrid

About The Position

Tuff Shed is hiring a Software Support Specialist to provide technical support for cloud-based software solutions used by corporate and field team members. The role requires technical knowledge, clear communication, patience, a customer-oriented approach, and the ability to troubleshoot issues in person or over the phone. The position is based at Tuff Shed’s south Denver corporate headquarters at I-25 and Colorado Boulevard, with a hybrid work option of two days at home and three days in the office. Rotational on-call duties may require work on holidays and/or weekends.

Requirements

High school graduate or equivalent.
Strong organizational and time-management skills.
Organization- and team-first mentality, with a passion for technology and learning.
Broad knowledge of computers, smartphones, telephony, printers, web browsers, A/V equipment, and other hardware and software.
Basic network troubleshooting skills using logical or scientific methods.
Ability to establish and maintain positive, effective work relationships with coworkers, end users, and technology providers.
Ability to multitask and prioritize deadlines to meet required schedules.
Ability to explain technical terms in basic language, verbally and in writing.
Ability to troubleshoot hardware issues and perform minor repairs or upgrades when needed.
Experience supporting ERP and CRM software applications in a Software as a Service model.

Nice To Haves

Salesforce experience.

Responsibilities

Understand, diagnose, and resolve problems for remote and local users of approved software packages.
Develop a basic understanding of team member processes and associated software, and follow established procedures to resolve common problems.
Escalate issues to team leaders when necessary while maintaining ownership and following up with the reporter.
Maintain an organized ticket queue, progressing from oldest to newest and balancing high-, medium-, and low-priority tickets.
Create tickets for all team member interactions and update them with relevant information, notes, screenshots, and other data.
Follow up and communicate status updates to team members on a regular cadence.
Explain concepts, processes, and functionality clearly and in a personable, positive, and friendly manner.
Answer phone calls and respond to walk-up support requests, creating and following up on tickets for all interactions.
Collaborate with team members on tickets and documentation, contributing to a team-oriented culture.
Research issues using available knowledge-base and internet resources.
Identify and escalate incidents requiring urgent attention, and document and communicate solutions.
Create and update documentation to share knowledge and improve the department.
Identify personal and departmental growth opportunities, cost reductions, and operational efficiencies, and communicate actionable next steps to leadership.
Stay current on industry best practices, current events, and vendor changes.
Participate in rotational on-call duties, which may require work on holidays and/or weekends.