Software Support Specialist

Job Description

REQUIREMENTS

• Minimum 2 years of experience in a customer service or software support role
• Minimum 1 year of accounting experience
• Minimum 1 year of experience working with accounting software
• Strong verbal and written communication skills, with a focus on active listening, discovery, and resolution

Nice to Have:

• Experience with support ticketing systems such as Zendesk or similar platforms
• Proficiency in Microsoft tools including Outlook, Excel, Word, and Teams

RESPONSIBILITIES

• Provide responsive, professional ticket and phone-based support to our client’s Software customers, resolving technical issues related to our construction ERP products with accuracy and care
• Identify the most effective resolution path for each customer issue based on context and system knowledge, ensuring timely and consistent outcomes
• Educate users on system functionality in line with our client’s default configuration, helping customers build confidence and self-sufficiency
• Escalate complex or unresolved issues to technical or product teams as appropriate, with clear documentation of findings
• Contribute to a collaborative support environment, using swarm techniques to address complex or urgent issues as a team
• Document frequently asked questions and known issues in internal knowledge bases to support team efficiency and consistency
• Stay current on new product features and ERP updates, applying that knowledge to improve support quality
• Contribute to customer enablement materials and documentation improvement efforts

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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