Software Support Specialist
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AI Summary
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 issues and bugs, performing appropriate 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, implementing and training on a variety of software applications
Identification and communication of additional revenue streams/opportunities
Providing regular and timely status reports and progress of assigned work to the Manager of Support Services
Essential Qualifications:
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:
1-2 years customer service experience in a technical environment required
Experience working within or as a vendor for 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, documentation, troubleshooting, and overall productivity.
Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions.
Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
Strong organizational skills with 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.
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