Software Support Specialist
About The Position
Tuff Shed is hiring a Software Support Specialist to provide technical support for cloud-based software solutions used by corporate and field team members. The role involves understanding and diagnosing problems, communicating solutions clearly, documenting resolutions in support tickets, and troubleshooting issues in person or by phone. The specialist will provide general support to employees, maintain ownership of reported issues, and contribute to a customer-oriented, team-focused support function. The position is based at Tuff Shed’s south Denver corporate headquarters near I-25 and Colorado Boulevard, with a hybrid schedule of two days working from home and three days in the office. Rotational on-call duties may require work on weekends and holidays.
Requirements
- Strong organizational and time-management skills.
- A team-first approach and a passion for technology and learning.
- Broad knowledge of computers, smartphones, telephony, printers, web browsers, A/V equipment, and other hardware and software.
- Basic network troubleshooting skills using logical or scientific methods.
- Ability to establish and maintain positive working relationships with coworkers, end users, and technology providers.
- Ability to multitask and prioritize deadlines to meet required schedules.
- Ability to explain technical terms in basic language, verbally and in writing.
- Ability to troubleshoot hardware issues and perform minor repairs or upgrades when needed.
- High school graduate or equivalent.
Nice To Haves
- Salesforce experience.
Responsibilities
- Understand, diagnose, and resolve issues for remote and local users of approved software packages.
- Develop a basic understanding of team member processes and associated software, and follow established procedures to resolve common problems.
- Escalate issues to team leaders when necessary while retaining ownership and following up with the reporter.
- Maintain an organized ticket queue, progressing from oldest to newest while balancing high-, medium-, and low-priority tickets.
- Create tickets for all team member interactions and update them with relevant information, notes, screenshots, and other data.
- Regularly communicate ticket statuses to team members.
- Explain concepts, processes, and functionality clearly and positively.
- Answer phone calls and respond to walk-up support requests, recording and following up on all interactions in the ticketing system.
- Collaborate with teammates on tickets and documentation and support a team-oriented culture.
- Research issues using the knowledge base and internet resources.
- Identify and escalate incidents requiring urgent attention, and document and communicate their resolutions.
- Create and update documentation to share knowledge and improve the department.
- Identify opportunities for personal or departmental growth, cost reduction, and operational efficiency, and communicate actionable next steps to leadership.
- Stay informed about industry best practices, current events, and vendor changes.
- Participate in rotational on-call duties, which may require weekend or holiday work.
Benefits
- Competitive compensation and bonus programs, depending on position.
- Medical benefits, including virtual visits.
- Dental and vision benefits.
- Flexible Savings Account (FSA).
- Employee Stock Ownership Plan (ESOP).
- Paid time off and paid holidays.
- 401(k) plan.
- On-demand access to pay.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
