Software Support Specialist

Safety Plus, Inc.•Mobile, AL

About The Position

The Software Support Specialist serves as a dedicated front-line support resource responsible for resolving customer software inquiries, troubleshooting issues, and improving the overall customer experience. You will act as the first line of response for incoming support requests, helping improve response times, streamline issue resolution, and strengthen customer satisfaction across the Safety Plus platform. We are looking for someone who is organized, customer-focused, and eager to learn SaaS software operations in a fast-moving environment.

Requirements

1–3 years of experience in customer support, software support, help desk, or a similar customer-facing role.
Strong communication skills with a customer-first mindset.
Highly organized with the ability to manage multiple requests simultaneously.
Comfortable learning new software platforms quickly.
Problem-solving mindset with attention to detail.

Nice To Haves

Experience in SaaS, ticketing systems, or customer operations is preferred but not required.
Familiarity with safety, compliance, or industrial software is a plus.

Responsibilities

Serve as the primary responder for inbound software support requests via ticketing systems, email, and internal channels.
Troubleshoot platform issues, user questions, and common technical challenges.
Provide clear, timely communication to customers while managing expectations and follow-up.
Triage incoming support tickets, prioritize based on urgency and impact, and ensure timely resolution.
Document recurring issues and contribute to knowledge base content to reduce repeat questions.
Maintain accurate records of customer interactions and resolutions.
Partner closely with Client Success Managers to escalate complex issues and maintain account context.
Collaborate with Product and Engineering teams by logging bugs, trends, and feature feedback.
Support continuous improvement initiatives that enhance response time and customer experience.
Help improve support workflows, templates, and internal processes.
Identify patterns in customer requests to drive proactive solutions.
Contribute to building scalable support operations as Safety Plus grows.