Software Support Specialist

Strong analytical ability to review system usage, identify optimization opportunities, and provide thoughtful recommendations.

Comfortable working with software applications, automation tools, and AI-assisted technologies.

Forward-thinking mindset with interest in leveraging AI to improve workflows and product efficiency.

Genuine desire to help clients succeed and grow in their use of technology.

Client Support & Troubleshooting

Provide inbound phone, web, and email software support to resolve client inquiries and problems effectively and efficiently.

Analyze data reports, forms, and application functionality to troubleshoot and resolve basic to moderate software issues.

Utilize AI-powered support tools and internal knowledge systems to assist with issue resolution and improve response efficiency.

Apply critical thinking when leveraging AI-generated insights to ensure accuracy and alignment with company policies and client needs.

Identify opportunities to improve workflows and client support processes through effective use of automation and AI tools.

Assist in establishing issue priorities to ensure timely and effective responses.

Escalate client issues to development or technical teams when appropriate.

Perform Quality Assurance testing for software updates or AI-enabled features to ensure proper functionality.

Client Training & Enablement

Deliver engaging, structured training sessions to client end-users via phone, Microsoft Teams, or other virtual platforms.

Translate technical concepts into clear, user-friendly instruction tailored to varying levels of technical proficiency.