Software Support Specialist
About The Position
Trihydro, one of the top environmental and engineering consulting firms in the country, is seeking a Software Support Specialist to join our Technology Services Solutions team. In this role, you will support users of Trihydro’s software products and solutions by providing a positive user experience through timely support and training. As a Support Specialist, your responsibility will be to ensure customer satisfaction by providing technical assistance, troubleshooting issues, and enhancing overall user experience. You will be a strong advocate for and adhere to our privacy, security, and intellectual property standards and policies regarding Trihydro’s software. You will serve as the primary point of contact for users who encounter problems or need guidance on using our software effectively. This full-time position involves a blend of strong communication skills, and problem-solving abilities. If you thrive in a fast-paced, collaborative environment, this opportunity is ideal for you. This role is eligible for flex time and is open to a hybrid schedule for the right candidate.
Requirements
- Have a B.S. in Computer Science or related field; or have a minimum of 5 years of experience conducting software support
- Strong commitment to customer service
- Strong technical and problem-solving skills, including attention to detail, accuracy and completeness
- Strong communicator, both orally and written, with the ability to communicate effectively with customers and team members
- Pride and ownership in each task and working relationship
- Experience with iOS and Android applications.
- Ability to work with a multidisciplinary team.
- Understand user interface and user experience best practices
- Understand the importance of time management and possess excellent organizational skills.
- Experience troubleshooting software.
- Organized, self-motivated, and able to manage multiple tasks efficiently.
- Experience with support or IT ticketing systems (Samanage experience preferred but not required).
- Familiarity with software development processes and tools (DevOps experience preferred but not required).
Responsibilities
- Support requests submitted via email, phone, voicemail, and product support pages.
- Receive, triage, and resolve incoming support tickets using our support ticketing system (currently Samanage), assessing urgency and severity to determine appropriate response or escalation.
- Escalate complex or high-priority issues to development, database, or system administration teams using DevOps.
- Conduct user onboarding, training sessions, both scheduled and as-needed.
- Maintain and update support documentation, training materials, FAQs, and knowledge base articles.
- Draft and distribute product release notes to users.
- Learn the function and intent of each software product to apply effective troubleshooting techniques.
- Document recurring issues and customer feedback to help identify product improvement opportunities.
- Assist with basic software testing and validation of bug fixes or new features as needed.
- Participate in team meetings to discuss product enhancements and support trends.
Benefits
- Industry-leading 401(k) retirement plan, including a 6% discretionary match
- Paid time off including vacation, flex, sick, paid family medical leave, and holiday pay
- Comprehensive health insurance program (medical, dental, vision, and prescription)
- Opportunities for professional development and career growth
- A collaborative and inclusive work environment
- Mentoring and opportunities for professional advancement
- Best-in-class safety culture
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
