Software Support Specialist

Job description

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 issu es and b ugs, p e rforming a ppropriate 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, imp lementi ng and training on a variety of software applications

- Identification and communication of additional r evenue streams/opportunities

- Providing regular and timely status reports and progress of assi gned wor k to the Manager of Support Services

Essential Qualifications:

The desired candidate m ust poss ess a high level of initiative, a ptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:

- 1-2 years c ustomer service experience in a technical environment required

- Experience working within or as a vendor f or 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, docum entatio n, troubleshooting, and overall productivity.

- Ability to identify customer business challenges and communicate opportunities for p rocess impr ovement, automation, or AI-driven solutions.

- Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.

- Ability to analyze custo mer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.

- Strong organizational skill s wit h 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.