Support Specialist II - User Enablement

The Company 

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

The Support Specialist II - User Enablement provides Tier 2 user enablement support with foundation-level expertise in standard operational assistance. They focus on helping users with basic software functionality, navigation, and directing them to appropriate resources while maintaining Tier 0 self-service materials.

What You'll Do

• Provide standard answers to common questions about software functionality
• Guide users through basic software navigation and feature location
• Direct users to existing documentation and knowledge base articles
• Offer simple clarification of features and standard workflows
• Assist with basic user account setup and initial configuration
• Identify when users need Tier 2 advanced usage optimization support
• Document frequently asked questions for Tier 0 resource development
• Contribute to FAQ documentation and knowledge base articles
• Help develop interactive guides and product tours
• Monitor community forums and identify common user questions
• Create simple how-to guides for basic functionality
• Participate in on-call rotation for after-hours support
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

• Degree or diploma in Business, Information Systems, or related field (or equivalent industry experience and training).
• 1-3 years of experience in customer support or training role
• Foundation-level expertise in software applications and basic workflows
• Strong verbal and written communication skills for explaining features clearly
• Ability to direct users to appropriate documentation effectively
• Customer service orientation with patience for repetitive questions
• Ability to handle high volume of standard operational questions
• Capability to identify when advanced support is needed
• Strong written skills for documentation creation
• Experience with learning management systems
• Basic content creation skills for documentation
• Familiarity with customer support platforms
• Experience in software training or user education

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center. 

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.  

Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.