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Software Support Specialist

Florida, NY | Full Time
7 Days Ago

Job Description

As a Software Support Specialist, you will be the front-line point of contact for our customer base. You will need to deliver a positive customer experience with interactions via phone, chat, and email. You will ensure each case that is handled meets the quality and procedural expectations of internal and external customers. You will be troubleshooting to isolate the root cause of an issue, with the end goal of finding a resolution. We value team members who can communicate clearly and concisely, and who work to build a positive and enjoyable workplace. What will be your impact: Monitor and answer incoming support calls and emails; Resolve issues when possible and escalate to the appropriate team if needed; Use existing documentation as a baseline for troubleshooting; Maintain Client Relationships; Create and provide support documentation and webinars; Help deploy software upgrades; Multitasking through multiple systems while troubleshooting with customers; Act as the primary point of contact for the customer; Effectively communicate technical information with your team members and customers alike; Diagnose and provide a path to resolving technical issues; Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures. What we are looking for: Experience troubleshooting in a technical support environment; Technical Associate Degree and/or 1 - 2 years of related experience in one or more of the following fields: Customer Service/Support Environment, Information Technology/Help Desk; Basic computing and networking knowledge; Ability to relate somewhat complex technical concepts to everyday users; Excellent customer service skills and interpersonal skills; Good time management and prioritization skills; Experience in a Windows environment; Schedule flexibility for rotating 24/7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software-related issues. Technical Skills that will help: SQL Windows Server Windows Powershell JIRA Service Desk The ability to research and troubleshoot software and technical problems What we offer: 401(k) plan Generous vacation policy Health, dental, vision, life, and disability insurance A casual work environment Lifestyle rewards perk of $325 annually About us: SmartCOP, Inc. was founded in 1988 and incorporated in 1999. Headquartered in Pensacola, Florida, SmartCOP has a simple, yet very important mission: maximize public safety by providing real-time information through integrated software solutions for law enforcement officers, firefighters, EMS personnel, dispatchers, and report takers. We accomplish this mission by offering system development, implementation, and support services for a fully integrated suite of public safety products including Computer Aided Dispatch (CAD), Records Management System (RMS), Mobile Computing with Field Based Reporting (MCT & FBR), and Jail Management System (JMS). Many of our employees have decades of experience in public safety. Their years of experience help establish our company’s path.

Skills for Software Support Specialist

The job skills required for Software Support Specialist include Troubleshooting, Technical Support, Customer Service, SQL, Communicates Effectively,and Time Management etc. Having related job skills and expertise will give you an advantage when applying to be a Software Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Software Support Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Software Support Specialist

The following is the career advancement route for Software Support Specialist positions, which can be used as a reference in future career path planning. As a Software Support Specialist, it can be promoted into senior positions as a Software Support Engineer III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Software Support Specialist. You can explore the career advancement for a Software Support Specialist below and select your interested title to get hiring information.

How to Become a Software Support Specialist

If you are interested in becoming a Software Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Software Support Specialist for your reference.

Step 1 Understand the job description and responsibilities of a Software Support Specialist

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Step 2 Knowing the best tips for becoming a Software Support Specialist can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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Step 3 View the best colleges and universities for Software Support Specialist

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