Software Support Specialist Jobs

As a Software Support Specialist, you will be the front-line point of contact for our customer base. You will need to deliver a positive customer experience with interactions via phone, chat, and email. You will ensure each case that is handled meets the quality and procedural expectations of internal and external customers. You will be troubleshooting to isolate the root cause of an issue, with the end goal of finding a resolution. We value team members who can communicate clearly and concisely, and who work to build a positive and enjoyable workplace.

What will be your impact:

• Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures.
• Diagnose and provide a path to resolving technical issues;
• Effectively communicate technical information with your team members and customers alike;
• Act as the primary point of contact for the customer;
• Help deploy software upgrades;
• Use existing documentation as a baseline for troubleshooting;
• Monitor and answer incoming support calls and emails;
• Multitasking through multiple systems while troubleshooting with customers;
• Create and provide support documentation and webinars;
• Resolve issues when possible and escalate to the appropriate team if needed;
• Maintain Client Relationships;

*

What we are looking for:

• Schedule flexibility for rotating 24/7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software-related issues.
• Technical Associate Degree and/or 1 - 2 years of related experience in one or more of the following fields: Customer Service/Support Environment, Information Technology/Help Desk;
• Experience in a Windows environment;
• Experience troubleshooting in a technical support environment;
• Ability to relate somewhat complex technical concepts to everyday users;
• Excellent customer service skills and interpersonal skills;
• Basic computing and networking knowledge;
• Good time management and prioritization skills;

*

Technical Skills that will help:

• JIRA Service Desk
• SQL
• The ability to research and troubleshoot software and technical problems
• Windows Powershell
• Windows Server

*

What we offer:

• Lifestyle rewards perk of $325 annually
• 401(k) plan
• Generous vacation policy
• A casual work environment
• Health, dental, vision, life, and disability insurance

*

About us: SmartCOP, Inc. was founded in 1988 and incorporated in 1999. Headquartered in Pensacola, Florida, SmartCOP has a simple, yet very important mission: maximize public safety by providing real-time information through integrated software solutions for law enforcement officers, firefighters, EMS personnel, dispatchers, and report takers.We accomplish this mission by offering system development, implementation, and support services for a fully integrated suite of public safety products including Computer Aided Dispatch (CAD), Records Management System (RMS), Mobile Computing with Field Based Reporting (MCT & FBR), and Jail Management System (JMS).Many of our employees have decades of experience in public safety. Their years of experience help establish our company’s path.

Job Type: Full-time

Salary: $20.00 per hour

Benefits:

• Retirement plan
• Flexible schedule
• Paid time off
• Health savings account
• 401(k) matching
• Life insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Health insurance
• Referral program
• Employee assistance program
• 401(k)
• Professional development assistance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Remote