Software Support Specialist Jobs

The Software Support Specialist position plays a critical role in ensuring smooth operation and client satisfaction for all E2G Software products. This position will be responsible for triaging Software HelpDesk Tickets, operating as a Level 1 and Level 2 Tier Support specialist, coordinating tickets and issues with Level 3 Consulting and Software Development SMEs (Subject Matter Experts), and ensuring timely customer access to software products and features. The Software Support Specialist will also act as a liaison between E2G Software clients and internal resources (E2G engineering Subject Matter Experts (SMEs), Software Developers, Software Coordinator, Client Success Advisor, and IT Support).

Essential Duties and Responsibilities

• Troubleshooting: Diagnose and resolve software-related problems reported by customers. Investigate issues thoroughly, analyze logs, and employ debugging techniques to identify root causes and implement appropriate solutions.
• Knowledge Base: Create and maintain a comprehensive knowledge base of frequently asked questions, troubleshooting tips, and best practices to empower customers to find solutions independently.
• Continuous Improvement: Contribute to the improvement of support processes, tools, and strategies to enhance the overall customer support experience.
• Provides guidance to clients and can differentiate between software defects and training issues.
• Customer Support: Respond to customer inquiries, technical issues, and requests for assistance promptly and professionally. Provide high-quality support through various channels, including phone, email, chat, and remote assistance.
• Customer Feedback: Actively gather feedback from customers regarding software usability, functionality, and overall satisfaction. Advocate for customer needs within the organization.
• Bug Reporting: Document and report software defects and feature requests accurately using the designated tracking system. Work with the development team to prioritize and verify bug fixes.
• Training and Documentation: Assist in creating user guides, technical documentation, and training materials to enhance the overall customer experience and understanding of the software.
• Software Updates and Upgrades: Collaborate with customers to plan and execute software updates and upgrades, ensuring minimal disruption and successful implementation.
• Issue Escalation: Collaborate with the development team, Engineering SMEs, and other stakeholders to escalate complex issues that require specialized attention or bug fixing. Ensure proper documentation and follow-up on escalated cases until resolution.

Communication Skills Possesses excellent oral and written communication skills with a friendly, optimistic, respectful attitude with Customers and SMEs.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Dependability - Completes tasks on time or notifies appropriate person with an alternate plan.
• Achievement Focus - Demonstrates persistence and overcomes obstacles; recognizes and acts on opportunities. Proficiency with IT Domain tasks and Database server configurations
• Communications - Keeps others adequately informed; listens and gets clarification; writes and reads clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs.
• Cooperation - Offers assistance and support to co-workers; solicits and applies customer feedback (internal and external).
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently. Strong troubleshooting skills and analytical thinking to diagnose and resolve technical issues effectively.
• Customer Service - Responds to requests for service and assistance.

• Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment and bully-free environment.
• Organizational Support - Follows policies and procedures; maintains objectivity; keeps emotions under control.
• Ethics - Treats people with respect; keeps commitments.
• Judgment - Supports and explains reasoning for decisions; includes appropriate people in the decision-making process.
• Adaptability - Able to deal with frequent change, delays, or unexpected events.
• Use of Technology/Applicable Software - experience with JIRA or similar.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Exposure to and a clear understanding of the functionality of all E2G Software products
• Bachelor's Degree in an Information Technology related field (or equivalent work experience).
• Education/Training
  • Bachelor's Degree in an Information Technology related field (or equivalent work experience).
  • Exposure to and a clear understanding of the functionality of all E2G Software products

• Experience 5+ years

• Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is frequently required to sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand, walk, climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

• Work Environment: The work environment characteristics described here represent those an employee encounters while performing the job's essential functions. The noise level in the work environment is usually quiet. This role may be performed in the office or remotely.+