Software Support Specialist

North Logan, Utah

• Client Support:
  Provide Tier 2 product support to our customer service team via our service management system, addressing software-related inquiries and issues in a timely and professional manner. Maintain responsiveness aligned with defined service-level agreements (SLAs).
• Issue Resolution:
  Triage and troubleshoot software issues and guide our customer service team through step-by-step solutions and escalate complex problems to senior support staff or engineering teams as needed.
• Documentation:
  Maintain accurate and comprehensive records of customer interactions, including reported issues, troubleshooting actions, and final resolutions, in accordance with knowledge-centered support (KCS) principles.
• Knowledge Base Management:
  Contribute to the ongoing development and improvement of internal and customer-facing knowledge base articles by documenting common issues and effective solutions.
• Training & Enablement:
  Assist in creating and delivering training resources such as user guides, onboarding materials, and webinars to improve customer proficiency with our software products.
• Cross-Functional Collaboration:
  Work closely with development, QA, and product teams to report bugs, identify trends in support issues, and help improve overall product functionality and customer experience.
• Customer Feedback Loop:
  Collect, document, and share customer feedback with relevant internal teams to influence product enhancements and service improvements.
• Other Projects or Duties as Assigned:
  Participate in internal initiatives such as process improvement, product testing, documentation updates, or product rollout support.

• Demonstrated ability to identify, diagnose, and resolve technical issues independently, including application errors and integration concerns.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and empathetically to both technical and non-technical users.
• Strong focus on customer satisfaction, with a calm, patient, and solution-oriented approach to problem-solving.
• Keen attention to detail and a methodical approach to diagnosing problems and tracking issue trends.
• Proven ability to work effectively within a team environment and collaborate cross-functionally.
• Comfortable working in a dynamic, fast-paced environment and eager to learn new technologies and processes as needed.
• Ability to interact with customers or clients in a professional, empathetic, and effective manner.
• Ability to prioritize work, meet deadlines, and stay organized in a support setting.

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.