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 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 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 environments; 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 the public safety. Their years of experience help establish our company’s path.