Software Support Specialist

Job Summary

The Software Support Specialist will provide software support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients. Responsibilities include responding to client support requests, creating and tracking client issues, and collaborating with the development team to enhance product features.

Responsibilities

• Responds to client support requests via phone, email, and chat with clear, professional communication
• Uses the company’s client management system to create, track, and/or update details on the specifics of client issues
• Participates in 24/7 On-Call phone rotation
• Communicates with all parties involved in issue resolutions to meet and manage client expectations
• Submits client issues to team managers or supervisors for resolution as appropriate
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Support Community
• Participates in Coaching 1-on-1 sessions with Department Supervisor
• Provides expert SQL-related assistance to customers, resolving issues efficiently and effectively
• Troubleshoots application deployments, recreating customer issues
• Documents SQL-related customer queries, issues, and resolutions to create a knowledge base for future reference
• Continuously updates their SQL knowledge to stay current with industry best practices and emerging technologies
• Attends and participates in team meetings
• Works effectively both independently and in a team-oriented environment
• Assists in training new Software Support Specialists in proper resolution techniques
• Provides limited hardware and operating system support
• All other duties as assigned

Qualifications

• 1–2 years in technical support, software support, or IT operations required
• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus
• Technical writing experience, ideally creating support documentation for software products, is preferred
• Exceptional ability to simplify complex technical concepts and workflows into clear, concise, and engaging communication is preferred
• Excellent interpersonal skills
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Experience working with relational databases or SQL preferred
• Knowledgeable with Microsoft Office
• Knowledge and understanding of software development tools a plus