Software Support Specialist

Westgate Resorts • Ocoee, FL

2d

About The Position

The Software Support Specialist provides software testing, application support, training, troubleshooting, and documentation for multiple business systems. This role partners closely with software development teams and internal customers to ensure applications meet business requirements, function as expected, and deliver a positive user experience. The ideal candidate is organized and detail-oriented, with experience in software testing, test case development, user acceptance testing (UAT), application troubleshooting, technical documentation, and end-user support. Experience with Contract Lifecycle Management (CLM) systems and the timeshare or hospitality industry is a plus.

Requirements

• Experience with software testing, quality assurance, application support, or technical support.
• Knowledge of test case development, testing procedures, defect documentation, and UAT.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to document technical issues, testing results, processes, and procedures clearly and accurately.
• Strong proficiency in Microsoft Word and Microsoft Office applications.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to communicate technical information effectively to technical and non-technical users.
• Strong internal customer service and collaboration skills.
• Ability to manage multiple assignments, priorities, and projects.
• Bachelor’s degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field preferred; alternatively, at least 5 years of related business, software testing, application support, technical support, or equivalent professional experience may substitute for a bachelor’s degree.

Nice To Haves

• Experience with Contract Lifecycle Management (CLM) software.
• Timeshare, hospitality, or related industry experience, including familiarity with customer or contract-related documentation.

Responsibilities

• Test and validate developed software solutions against business requirements, specifications, and expected outcomes.
• Develop, document, and execute software test cases and testing scenarios.
• Identify, document, and communicate software defects, discrepancies, and testing results.
• Partner with software development and technical teams to communicate findings and support issue resolution.
• Compare expected and actual testing results and document identified variances.
• Support User Acceptance Testing (UAT) and application implementation activities.
• Respond to internal users’ questions, concerns, service requests, and system-related issues.
• Gather and document user information; troubleshoot software and application issues by evaluating reported symptoms and identifying potential solutions.
• Collaborate with internal technical teams on issue discovery, troubleshooting, escalation, and resolution.
• Work with internal customers to implement and support business applications.
• Develop and maintain training materials, user documentation, procedures, and application support resources.
• Provide software and application training to internal users as needed.
• Research issues and solutions using available technical and business resources.
• Escalate or redirect technical issues to the appropriate team or resource when necessary.
• Communicate timely and accurate information to customers, business partners, and technical teams.
• Participate in ongoing training and professional development to enhance software, application, and technical support knowledge.
• Assist with additional application support, software testing, documentation, and ad hoc projects as assigned.

Benefits

• Medical, dental, and vision coverage.
• Paid vacation, sick, and personal time.
• Paid holidays.
• 401(k) with company match.
• Daily Pay access to earnings.
• Pregnancy, parental leave, and adoption assistance.
• Wellness programs.
• Flexible spending accounts (FSA).
• Tuition assistance.
• Military leave.
• Employee Assistance Program (EAP).
• Life, disability, accident, critical illness, and hospital insurance.
• Pet insurance.
• Exclusive discounts on hotels, cruises, resorts, restaurants, entertainment, and more.
• Low-cost gym membership.
• Scholarship opportunity for an eligible dependent of a current Team Member.
• Career growth and advancement opportunities.
• Community involvement opportunities.

What This Job Offers

• Job Type: Full-time