Software Support Specialist

Core responsibilities of the position include, but are not limited to, the following: 


* Technical phone support to customers  



* Documentation of all customer communication through internal ticketing system, Team Support. 



* Diagnosing software issues and bugs, performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.  



* Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications  



* Learning, understanding, implementing and training on a variety of software applications  



* Identification and communication of additional revenue streams/opportunities  



* Providing regular and timely status reports and progress of assigned work to the Manager of Support Services 

Essential Qualifications:  

 
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment.

We also desire several of the following attributes: 


* 1-2 years customer service experience in a technical environment required 



* Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus 



* Familiarity with using CRM Platforms to document all customer communication 



* History of use with Microsoft 365, Teams, and VOIP systems preferred 



* 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. 

Salary range: $65,000 - $75,000 USD per year.