Entry-Level Software Support Specialist

Daifuku Intralogistics America Corporation; Bolingbrook (IL); On-site; USD 65,000 - 70,000; Full time

Job summary

Wynright in Bolingbrook, IL is seeking an entry-level Software Support Specialist I to provide first-line triage and basic troubleshooting for supported software applications and systems. You will log cases, gather diagnostics, and escalate complex issues to Level 2 with guidance from senior staff.

The role emphasizes foundational technical and customer-service skills, with close coaching to build competency across operations and knowledge-base contributions.

Qualifications

• Associate or bachelor's degree in information systems, Computer Science, Software Engineering, or a related field, or equivalent technical training or experience.
• 0-2 years of experience in a technical support, help desk, or customer service role.
• Familiarity with basic software troubleshooting concepts and customer support practices is preferred.
• Excellent verbal and written communication skills.
• Self-motivated and detail-oriented.
• Creative thinking and problem-solving skills.
• Ability to lead work teams and projects effectively.
• Ability to multi-task while maintaining attention to detail and deadlines.
• Ability to learn new technologies.
• Team-oriented and collaborative.

Responsibilities

• Serves as the first-line responder for customer-reported software and system issues via phone, email, or ticketing system
• Performs initial problem identification, triage, and basic troubleshooting using documented procedures and knowledge base articles
• Accurately logs, updates, and tracks support cases in the help desk or CRM system
• Gathers required diagnostic information, logs, and screenshots to assist in issue resolution
• Resolves common, well-documented issues and requests within defined service-level guidelines
• Escalates complex, unresolved, or high-impact issues to Level 2 or higher support according to escalation procedures
• Communicates clearly and professionally with customers regarding issue status, next steps, and expected outcomes
• Follows defined support workflows, incident management processes, and documentation standards
• Participates in training, shadowing, and knowledge transfer activities to build technical competency
• Contributes to knowledge base content by identifying gaps and suggesting improvements
• Assists with customer-related or job-related tasks as assigned

Skills

Communication skills

Teamwork

Problem solving

Multi-tasking

Attention to detail

Leadership

Learning ability

Self-motivation

Education

Information systems / CS / software engineering / related field

Job description

Wynright in Bolingbrook, IL is seeking an entry-level Software Support Specialist I to provide first-line triage and basic troubleshooting for supported software applications and systems. You will log cases, gather diagnostics, and escalate complex issues to Level 2 with guidance from senior staff.

The role emphasizes foundational technical and customer-service skills, with close coaching to build competency across operations and knowledge-base contributions.