Software Support Specialist

Job description

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 issu es and b ugs, p e rforming a ppropriate 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, imp lementi ng and training on a variety of software applications Identification and communication of additional r evenue streams/opportunities Providing regular and timely status reports and progress of assi gned wor k to the Manager of Support Services Essential Qualifications: The desired candidate m ust poss ess a high level of initiative, a ptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes: 1-2 years c ustomer service experience in a technical environment required Experience working within or as a vendor f or 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, docum entatio n, troubleshooting, and overall productivity. Ability to identify customer business challenges and communicate opportunities for p rocess impr ovement, automation, or AI-driven solutions. Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support. Ability to analyze custo mer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions. Strong organizational skill s wit h 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.