Software Support Specialist

Vision Government Solutions Inc•Findlay, OH

1d•$45,000 - $50,000•Remote

About The Position

The Software Support Specialist’s primary duty is to provide day-to-day software and database support to our growing customer base, applying troubleshooting and analysis techniques and procedures to resolve those questions. The Vision Customer Support team works with our customers to troubleshoot and resolve questions related to our CAMA software. This requires knowledge of Vision’s proprietary CAMA software and the appraisal process, including the differences in nuance from municipality to municipality as well as the consistent exercise of discretion and judgment for each separate support transaction and the Specialist’s workload of support cases. The Customer Support team is the face of Vision for our customers and plays a critical role in their continued happiness using our products. We are looking for highly motivated individuals with a demonstrated capacity to learn technical concepts and a positive attitude to join our team. The goal of this role is to ensure that Vision customers rave about our software products, and the quality of the support they receive in using them. Customer satisfaction is critical to our success; it’s that simple.

Requirements

High-volume technical support experience with the ability to manage heavy caseloads efficiently.
Strong troubleshooting and analytical skills, with the ability to quickly learn complex systems.
Excellent communication skills, especially in writing clear case notes and customer updates.
Ownership mindset — proactive, accountable, and focused on improving processes.
Adaptability and comfort working in a fast-paced, constantly changing environment.
Experience supporting government, real estate, or other regulated/complex systems.

Nice To Haves

Knowledge of SQL, Salesforce, JIRA, and Microsoft Office Suite is a plus

Responsibilities

Working directly with customers to answer all software questions and ensure complete resolution of software issues
Serving as the “voice of the customer,” advocating internally to drive the product roadmap in a way that will be most beneficial to our customers
Focusing on team processes to become increasingly more efficient in day-to-day activities
Partnering with newly implemented or upgraded customers to ensure they have a smooth transition
Aligning with internal teams on company strategy, working with strategic customers to help Vision meet its goals