Software Support Specialist

Westgate Resorts • Ocoee, FL

3d

About The Position

The Software Support Specialist provides software testing, application support, training, troubleshooting, and documentation for multiple business systems. The role partners with software development teams and internal customers to ensure applications meet business requirements, function as expected, and deliver a positive user experience.

The position supports software testing and quality assurance, including developing test cases, documenting defects and results, comparing expected and actual outcomes, and supporting User Acceptance Testing (UAT) and implementation activities. It also provides application support to internal users by addressing questions, service requests, and system issues; troubleshooting reported problems; collaborating with technical teams on discovery, escalation, and resolution; and communicating clearly with customers, business partners, and technical teams.

The specialist develops and maintains training materials, user documentation, procedures, and support resources, and provides training to internal users as needed. The role also involves researching issues and solutions, redirecting or escalating issues as appropriate, participating in ongoing training and professional development, and assisting with additional application support, testing, documentation, and assigned projects.

Requirements

• Experience with software testing, quality assurance, application support, or technical support.
• Knowledge of test case development, testing procedures, defect documentation, and User Acceptance Testing (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, or at least 5 years of related business, software testing, application support, technical support, or equivalent professional experience in lieu of 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.
• Bachelor’s degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field.

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 test 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 and 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.
• 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.
• Loyalty program with discounts on hotels, cruises, resorts, restaurants, entertainment, and more.
• Low-cost gym membership.
• David A. Siegel Legacy Scholarship 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
• Career Level: Mid Level