Software Support Specialist

MEDICAL PRIORITY CONSULTANTS INC•Salt Lake City, UT

12d•Hybrid

About The Position

The Software Support Specialist will provide software support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients in terms of the use, functionality, and understanding of our products and databases. You will learn how to ensure timely resolution of client software issues through analysis and functionality troubleshooting using multiple knowledge bases, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product. This role operates on a hybrid work model based in Salt Lake City, Utah, USA.

Requirements

1–2 years in technical support, software support, or IT operations required
Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
Knowledgeable with Microsoft Office

Nice To Haves

Technical writing experience, ideally creating support documentation for software products, is preferred
Exceptional ability to simplify complex technical concepts and workflows into clear, concise, and engaging communication is preferred
Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus
Experience working with relational databases or SQL preferred.
Knowledge and understanding of software development tools a plus

Responsibilities

Responds to client support requests via phone, email, and chat with clear, professional communication
Uses the company’s client management system to create, track, and/or update details on the specifics of client issues
Participates in 24/7 On-Call phone rotation
Responsibly communicates with all parties involved in issue resolutions to meet and manage client expectations
Submits client issues to team managers or supervisors for resolution as appropriate
Works on critical, highly complex customer problems that will span multiple applications and environments
Creates or enhances documentation throughout the support process
Contributes to company knowledge library and/or Support Community
Participates in Coaching 1-on-1 sessions with Department Supervisor
Provides expert SQL-related assistance to customers, resolving issues efficiently and effectively
Collaborates with the development team to communicate customer feedback and identify potential product enhancements
Troubleshoots application deployments, recreating customer issues
Documents SQL-related customer queries, issues, and resolutions to create a knowledge base for future reference
Continuously updating their SQL knowledge to stay current with industry best practices and emerging technologies
Attends and participates in team meetings
Works effectively both independently and in a team-oriented environment
Assists in training new Software Support Specialists in proper resolution techniques
Provides limited hardware and operating system support
All other duties as assigned