Remote Software Support Specialist | WFH

Job Overview

Join our team as a Software Support Specialist, where you will play an essential role in delivering exceptional remote and on-site customer support for the installation and troubleshooting of software systems. This position not only addresses software-related concerns but also assists clients in acquiring the necessary parts and services to guarantee seamless operations.

Key Responsibilities

• Provide expert support by identifying, diagnosing, and resolving user issues over the phone or through on-site assistance, ensuring a superior customer experience.
• Manage issue escalations to ensure timely and effective resolutions.
• Maintain accurate records of all customer interactions through a Customer Relationship Management (CRM) system, documenting phone support, service, and preventive maintenance tasks.
• Assist in the installation, tagging, and configuration of software and peripheral devices utilized by end-users.
• Coordinate the prompt service of software systems in collaboration with resources, dealers, or vendors.
• Develop, maintain, and support software solutions with an emphasis on networking, SQL, and data exchange.
• Design and implement API web services using JSON or XML for data integration purposes.
• Provide valuable feedback to the quality control team regarding any defects encountered in the field.
• Support other departments by addressing frequently asked customer inquiries.
• Effectively manage personal schedules, expense reports, hours reporting, and travel arrangements in a timely fashion.
• Advocate for a safe working environment for both staff and customers.
• Foster open communication channels with customers and dealers to encourage sharing of requirements and concerns, collaborating closely to understand software needs and facilitate data exchange.
• Assist in onboarding and training customers to maximize their software utilization.
• Participate in job rotations to broaden product and process knowledge.
• Engage in a 24⁄7 on-call rotation to deliver continuous support.
• Adapt to perform other duties as required.
  
  

Required Skills

The ideal candidate will exhibit integrity, resourcefulness, and professionalism while collaborating with colleagues, clients, and vendors. Key skills include:

• Strong relationship-building capabilities
• Effective customer service and communication skills
• Proficiency in SQL, RESTful APIs, JSON, and XML
• Excellent problem-solving abilities and troubleshooting techniques
• Familiarity with Microsoft Office Suite and ERP/MRP systems (SAP experience is advantageous)
• Experience in training individuals or groups is preferred
  
  

Qualifications

• A minimum of 3 years of experience in software development, particularly in networking, SQL, data exchange, and API web services.
• A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Preferred experience within a manufacturing environment, material handling systems, or related industries.
• Willingness to travel up to 5% as required.
  
  

Career Growth Opportunities

This role emphasizes ongoing learning and development through job rotations, supporting continuous growth in your professional career.

Company Culture And Values

We foster an environment rooted in integrity, teamwork, and open communication, ensuring our employees are engaged and motivated to deliver exceptional customer service.

Employment Type: Full-Time