Software Support Specialist
$65,000–$75,000 year
RemoteCanada
Job Summary
Conduct technical phone support for customers while diagnosing software issues, bugs, and application errors to perform appropriate fixes. Document all customer communication through an internal ticketing system and collaborate with technical support and software development teams to identify and resolve problems efficiently. Install and update product applications, third-party tools, and operating systems, while learning to implement and train on various software platforms. Identify and communicate additional revenue streams, providing regular status reports to the Manager of Support Services. Leverage AI-assisted tools to improve research, documentation, and productivity, analyzing workflows to suggest automation solutions.
Required Qualifications
- 1-2 years customer service experience in a technical environment
- Essential Qualifications
- The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment
Desired Qualifications
- Experience working within or as a vendor for local government tax appraisal, assessment and collection groups
- Familiarity with using CRM Platforms to document all customer communication
- History of use with Microsoft 365, Teams, and VOIP systems
- Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity
- Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions
- Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support
- Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions
- Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail
- Commitment to continuous learning and adoption of emerging technologies and best practices
- Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams
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