Software Support Specialist
Why Arcoro? Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting, and field services companies hire, manage, and grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues, and see the impact of your contribution each day. Our culture is collaborative, and we believe strongly in training, growth, and internal advancement. We offer both on-site and remote opportunities.
About the Role
The Software Support Specialist is responsible for providing front-line technical support to customers, resolving platform-related issues, and ensuring a high-quality customer experience. This role works directly with customers to troubleshoot issues, provide solutions, and escalate complex problems when necessary. The Software Support Specialist plays a key role in maintaining customer satisfaction, supporting product adoption, and ensuring timely resolution of support requests. This role requires in-office presence in the Phoenix office on Tuesdays and Wednesdays.
Responsibilities
- Provide day-to-day support for customer HRIS platform usage
- Respond to support requests via tickets, chat, email, and phone
- Troubleshoot and resolve product or service issues in a timely manner
- Identify root causes and deliver effective solutions
- Follow escalation processes for complex or unresolved issues
- Maintain strong customer relationships through responsive and professional support
- Monitor communication channels (Zendesk, Outlook, Teams, etc.)
- Document issues, resolutions, and relevant details in support systems
- Apply a structured, logical approach to problem-solving
- Collaborate with internal teams to resolve customer concerns
- Contribute to team goals and support continuous improvement efforts
What Success Looks Like
- Timely and effective resolution of customer issues
- High levels of customer satisfaction and positive support experiences
- Accurate and thorough documentation of support interactions
- Proper use of escalation paths and issue tracking
- Strong collaboration with internal teams
- Consistent adherence to support processes and service standards
Requirements
- Experience in customer support, SaaS support, or technical service roles
- Strong problem-solving and troubleshooting skills
- Excellent communication and interpersonal skills
- Ability to manage multiple requests in a fast-paced environment
- Strong attention to detail and organizational skills
- Ability to follow processes and escalate issues appropriately
- Customer-focused mindset with a proactive approach
- Proficiency with Microsoft Office tools (especially Excel and Outlook)
Preferred Qualifications
- 1+ years of experience supporting HRIS, payroll, benefits, or time tracking systems
- Experience with support platforms such as Zendesk, Salesforce, or similar tools
- High school diploma or equivalent required; college degree preferred
Benefits
- Competitive compensation
- Comprehensive benefits
- Generous time-off policy
About the Company
A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning, and improved employee productivity. Our HR solutions integrate with top construction ERP systems, further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking, and more. Arcoro has over 7,000 customers across North America.