Software Support Specialist
About The Position
This role involves providing technical phone support to customers, documenting all customer interactions in the internal ticketing system (Team Support), and diagnosing and fixing software issues and bugs. The specialist will collaborate with technical support and software development teams to resolve problems efficiently. Responsibilities also include installing and updating product applications, integrated third-party applications, and operating system/database applications. The position requires learning, understanding, implementing, and training on various software applications. Additionally, the role involves identifying and communicating potential revenue streams, providing status reports to the Manager of Support Services, and leveraging AI-assisted tools for productivity and problem-solving.
Requirements
- 1-2 years customer service experience in a technical environment required.
- Familiarity with using CRM Platforms to document all customer communication.
- Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity.
- Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions.
- Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
- Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
- Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail.
- Commitment to continuous learning and adoption of emerging technologies and best practices.
- Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.
Nice To Haves
- Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus.
- History of use with Microsoft 365, Teams, and VOIP systems preferred.
Responsibilities
- Provide technical phone support to customers.
- Document all customer communication through the internal ticketing system, Team Support.
- Diagnose software issues and bugs, perform appropriate fixes, and collaborate with technical support and software development teams to identify and resolve problems.
- Install and update product applications, integrated 3rd party applications, and operating system and/or database applications.
- Learn, understand, implement, and train on a variety of software applications.
- Identify and communicate additional revenue streams/opportunities.
- Provide regular and timely status reports and progress of assigned work to the Manager of Support Services.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
