Software Technical Support Jobs

Provide data and reporting of key performance indicators (KPIs) and trends to management and other stakeholders.

Excellent customer service skills; and prior experience using a Customer Ticketing system.

Maintain working knowledge of products and/or services

1-3 years’ experience delivering excellent customer service; technology or quick service restaurant environment preferred

Answer incoming customer and field engineer telephone calls in a courteous and professional manner

Assist customers, engineers, and end users with questions on product installation, usage, and implementation

Actively participate in knowledge-sharing activities, such as training and documentation, to ensure continuous improvement of the support team’s capabilities.

Strong SQL skills with experience in SQL scripting, stored procedures, and data analysis.

Respond to and resolve customer inquiries and concerns through phone, email, chat, or remote desktop support.

Identify opportunities for process improvement and recommend solutions to enhance the customer support experience.

3+ years of experience in software support, preferably in a retail environment.

Strong problem-solving and analytical skills with a keen attention to detail.

Proactively improve knowledge and develop analytical and technical skills.

Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.

Bachelor's degree in related field or equivalent experience preferred.

Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.

Excellent written and verbal communication skills.

Communicate professionally, clearly, and appropriately with clients and coworkers.

Successful experience in software support and business management.

Proficient in: Microsoft Office Products (Excel, PowerPoint, Word, Access), Google products, MS SQL Server Management Studio, iOS and Android App testing.

2+ years of work experience in a software support or training environment.

High school diploma or equivalent, AA, certification or bachelor’s degree preferred.

Full range of health benefits including medical, dental & vision, short & long-term disability

Educational assistance up to $7,000 per year

Perform additional functions as required by the business needs and requested by management.

Comfortable in dealing directly with customers, representatives, and distributors, as well as with senior levels of management within the organization. 

Track bugs and provide feedback to development team on bugs and potential software enhancements to improve the customer experience.

When required and approved by manager, assist with software product training for internal ZEISS colleagues. 

Python and/or Matlab programming skills are a key enabler

Is skilled in performing all duties and functions of those supervised.

Uses Tyler’s client management system to create, track, and/or update details on the specific of client issue(s).

Commits to expanding technological skills and knowledge of the Tyler products.

Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.

Contributes to company knowledge library and/or Tyler Community.

Bachelor's degree in related field or equivalent experience.

Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.

Continuous Improvement: Contribute to the improvement of support processes, tools, and strategies to enhance the overall customer support experience.

Cooperation - Offers assistance and support to co-workers; solicits and applies customer feedback (internal and external).

Use of Technology/Applicable Software - experience with JIRA or similar.

Bachelor's Degree in an Information Technology related field (or equivalent work experience).

Software Updates and Upgrades: Collaborate with customers to plan and execute software updates and upgrades, ensuring minimal disruption and successful implementation.

Customer Feedback: Actively gather feedback from customers regarding software usability, functionality, and overall satisfaction. Advocate for customer needs within the organization.

Continuous Improvement: Contribute to the improvement of support processes, tools, and strategies to enhance the overall customer support experience.

Cooperation - Offers assistance and support to co-workers; solicits and applies customer feedback (internal and external).

Use of Technology/Applicable Software - experience with JIRA or similar.

Bachelor's Degree in an Information Technology related field (or equivalent work experience).

Location: Houston, TX or Shaker Heights, OH or Remote opportunities within United States.

Software Updates and Upgrades: Collaborate with customers to plan and execute software updates and upgrades, ensuring minimal disruption and successful implementation.

Provide technical support for new and experienced Runway users via email and chat

Experience with providing high-touch customer support over email, phone, and/or chat

We use Zendesk at Runway, so prior experience is a nice to have but not required

Handle inquiries and feedback provided by members of our Runway community through our public Discord server

Investigate and escalate any problems around the product or payment transactions to the appropriate team member

Effectively follow up and close Zendesk tickets with proper notes

Manage the help content and support ticketing system

Maintain current, relevant knowledge of Azalea's software products and services

Prior experience in Healthcare or Healthcare IT preferred

Excellent verbal and written communication skills

Excellent computer skills with strong proficiency in web-based and SaaS applications

Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, and life insurance

You will assist, as needed, with knowledge management including Education Sessions, QA, surveys, knowledge base article submission, and documentation.

You have a Bachelor’s Degree or Associates Degree in IT, Computer Science, Management Information Systems, Business Administration (or equivalent experience).

You provide critical thinking and requirement gathering skills, and proven problem-solving skills.

You will collaborate with Paradigm department managers, Sales and Services teams to re-calibrate priorities across all customers.

You have a minimum of 1+ years of experience working within the software industry or within a manufacturing / distribution business.

You have strong organizational skills; you are attentive to detail and have excellent follow-through.

Good time management and prioritization skills;

Experience troubleshooting in a technical support environment;

Basic computing and networking knowledge;

Excellent customer service skills and interpersonal skills;

Experience in a Windows environment;

Technical Skills that will help:

Must have advanced knowledge of the AppFolio Property Management Software platform.

Properly manage and document all work performed. Keep documentation of standard processes up to date.

Previous Multi-Family housing or Commercial Real Estate experience

Must have strong active listening skills.

Exceptional analytical and problem-solving skills

Ability to work independently and manage priorities in a fast-moving environment.

Required Competencies (Knowledge, Skills And Experience)

Actively contribute to our Help/Knowledge Center by working with the User Education Team to improve knowledge and address knowledge gaps.

Administrative knowledge of Enterprise Systems.

General experience troubleshooting where data is synchronized across multiple systems.

Strong analytical and problem-solving skills.

Customer-facing experience (you have dealt with customers directly, and you are a "people-person" who knows how to talk to clients).

Demonstrated ability to work with all levels of management, customers, and vendors to resolve problems

Experience in providing information technology technical support either in software or some other IT

Requires excellent written and verbal skills as well as IT savvy to assist customers

Demonstrated ability to ability to interpret complex information and provide informed analyses

Demonstrated ability to use Microsoft Office suite

Prior experience in technical program management (TPM/EPM), software release management, managing consumer electronics software programs is ideal.

Prior experience with software development and program management tools (Ex: JIRA, GIT/Stash, Confluence) is preferred but not required.

Manage and communicate scope, schedule, and launch changes smoothly while ensuring continuous communication to leadership, stakeholders, and team members.

Manage and communicate cross-functional deliverables required for timely software launches.

Excellent written & verbal communication skills.

Strong organization skills with meticulous attention to detail.

Get a chance to gain valuable experience and wide knowledge of Software integrative systems!

5 years’ experience as a Software Support Engineer

Investigate, debug and reproduce issues, provide fixes and workarounds, and verify changes to ensure continued operability of the software solution.

Analyze production issues from the business and application/code perspective and outlines corrective actions.

Technical focal point with other teams to resolve cross product/solution issues.

Ownership and accountability of specific modules within an application and provide technical support and mentorship in problem resolution for complex issues.

Suggest, collect and synthesize requirements and create an effective feature roadmap

Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.

Experience leading projects with industry-wide impact

Vast experience communicating and working across functions to drive solutions

Significant experience in mentoring/influencing senior engineers across organizations

Experience in driving large cross-functional/industry-wide engineering efforts

Prior experience working in a technical support role

Positive and energetic phone skills, excellent listening skills, and strong writing skills.

Exceptional interpersonal and decision-making skills

Exhibits a high level of personal accountability, strong work ethic, integrity, and proven organizational skills with attention to detail

This is a Remote role with in Costa Rica

Strong ability to learn new technology and ramp up quickly.

Prior experience working in a technical support role

Positive and energetic phone skills, excellent listening skills, and strong writing skills.

Exceptional interpersonal and decision-making skills

Exhibits a high level of personal accountability, strong work ethic, integrity, and proven organizational skills with attention to detail

Strong ability to learn new technology and ramp up quickly.

Ability to work in a high-energy technical team environment as a team player.