Support Specialist I - User Enablement

Versaterm•Mesa, AZ

About The Position

The Company Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes. Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you. The Role The Support Specialist I - User Enablement provides Tier 1 user enablement support with foundation-level expertise in standard operational assistance. They focus on helping users with basic software functionality, navigation, and directing them to appropriate resources while maintaining Tier 0 self-service materials.

Requirements

Degree or diploma in Business, Information Systems, or related field (or equivalent industry experience and training).
0-2 years of experience in customer support or training role
Foundation-level expertise in software applications and basic workflows
Strong verbal and written communication skills for explaining features clearly
Ability to direct users to appropriate documentation effectively
Customer service orientation with patience for repetitive questions
Ability to handle high volume of standard operational questions
Capability to identify when advanced support is needed
Strong written skills for documentation creation
Experience with learning management systems
Basic content creation skills for documentation
Familiarity with customer support platforms
Experience in software training or user education

Responsibilities

Provide standard answers to common questions about software functionality
Guide users through basic software navigation and feature location
Direct users to existing documentation and knowledge base articles
Offer simple clarification of features and standard workflows
Assist with basic user account setup and initial configuration
Identify when users need Tier 2 advanced usage optimization support
Document frequently asked questions for Tier 0 resource development
Contribute to FAQ documentation and knowledge base articles
Help develop interactive guides and product tours
Monitor community forums and identify common user questions
Create simple how-to guides for basic functionality
Participate in on-call rotation for after-hours support
Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities