Entry-Level Software Support Specialist

Daifuku Co., Ltd.; Bolingbrook (IL); On-site; USD 65,000 - 70,000; Full time

Job summary

Daifuku Co., Ltd. in Bolingbrook, IL seeks an entry-level Software Support Specialist (Level 1) to join the software support team.

You will be the first-line responder for customer-reported software and system issues, perform initial triage, log cases, and escalate complex problems following established procedures. The role focuses on building foundational technical and customer-service skills under close guidance from senior staff.

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

• Serve 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

0-2 years exp

Basic troubleshooting

Strong communication

Customer service

Detail-oriented

Team player

Learns quickly

Problem solving

Self-motivated

Deadline oriented

Education

Associate or Bachelor’s degree in Information Systems / IT field

Job description

Daifuku Co., Ltd. in Bolingbrook, IL seeks an entry-level Software Support Specialist (Level 1) to join the software support team.

You will be the first-line responder for customer-reported software and system issues, perform initial triage, log cases, and escalate complex problems following established procedures. The role focuses on building foundational technical and customer-service skills under close guidance from senior staff.