Software Support Specialist

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.