Junior Software Support Specialist

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

Job summary

Daifuku Intralogistics America Corporation in Ellabell, GA is hiring a Software Support Specialist (Level 1). This entry-level role is the first point of contact for customers using supported software and systems, focusing on triage, basic troubleshooting, and incident escalation under guidance.

You will log and track cases in the help desk or CRM, gather diagnostics, and resolve common issues within SLAs while learning from senior staff and contributing to knowledge base content.

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

Skills

Verbal communication

Written communication

Customer service mindset

Troubleshooting

Time management

Team collaboration

Attention to detail

Learning agility

Education

Associate or Bachelor's degree in information systems, Computer Science, Software Engineering, or related field

Equivalent technical training or experience

Tools

CRM systems

Help desk software

Job description

Daifuku Intralogistics America Corporation in Ellabell, GA is hiring a Software Support Specialist (Level 1). This entry-level role is the first point of contact for customers using supported software and systems, focusing on triage, basic troubleshooting, and incident escalation under guidance.

You will log and track cases in the help desk or CRM, gather diagnostics, and resolve common issues within SLAs while learning from senior staff and contributing to knowledge base content.