Software Support Specialist

Job Summary:

The Software Support Specialist will provide software support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients in terms of the use, functionality, and understanding of our products and databases. The Software Support Specialist ensures timely resolution of client software issues through analysis and functionality troubleshooting using multiple knowledge bases, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product. This role operates on a hybrid work model based in Salt Lake City, Utah, USA.

Responsibilities:

• Responds to client support requests via phone, email, and chat with clear, professional communication
• Uses the company’s client management system to create, track, and/or update details on the specifics of client issues
• Fills a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hours
• Participates in 24/7 On-Call phone rotation
• Responsibly communicates with all parties involved in issue resolutions to meet and manage client expectations
• Submits client issues to team managers or supervisors for resolution as appropriate
• Works on critical, highly complex customer problems that will span multiple applications and environments
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Support Community
• Participates in Coaching 1-on-1 sessions with Department Supervisor
• Provides expert SQL-related assistance to customers, resolving issues efficiently and effectively
• Collaborates with the development team to communicate customer feedback and identify potential product enhancements
• Troubleshoots application deployments, recreating customer issues
• Documents SQL-related customer queries, issues, and resolutions to create a knowledge base for future reference
• Continuously updating their SQL knowledge to stay current with industry best practices and emerging technologies
• Attends and participates in team meetings
• Works effectively both independently and in a team-oriented environment
• Assists in training new Software Support Specialists in proper resolution techniques
• Provides limited hardware and operating system support
• All other duties as assigned

Qualifications:

• 1–2 years in technical support, software support, or IT operations required
• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus
• Excellent interpersonal skills
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Experience working with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office
• Knowledge and understanding of software development tools a plus

Essential Job Functions/Physical and Other Requirements:

• Responding in a professional and timely manner to efficiently resolve client issues
• Use and maintain documentation and company information library for the accurate and up to date resolution of identified issues
• This is a typical office job that requires the ability to sit for long periods of time at a desk occasionally moving, standing, and walking.
• Requires rapid use of arms, hands, or fingers, in handling or manipulating objects, tools, and/or instruments requiring fine eye-hand coordination.
• Work environment is composed of moderate noise (examples: business offices with computers and printers, light traffic)
• Occasional travel of less than 10% may be required.
• Lifting and carrying 10-20 pounds frequently
• Communication in person, over the phone and in virtual meeting settings
• Must be willing to fill a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hours

Our Company:

As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah. We offer a comprehensive benefits package including medical, dental, and matching 401(k) programs, etc.

Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Priority Dispatch System® approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA® software, as well as a card-set version, AQUA® quality improvement software, training, consulting, and Academy accreditation support. www.prioritydispatch.net  

Equal Employment Opportunity Employer Click here to view the Federal EEO poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf