Junior Software Support Specialist — First-Contact Tech Help

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

Job summary

Daifuku is seeking an entry-level Software Support Specialist (Level 1) to be the first point of contact for customers needing assistance with supported software applications. The role focuses on initial triage, basic troubleshooting, and timely escalation of incidents under established procedures.

You will log and track cases, gather diagnostics, and work with senior staff to build foundational technical and customer-service skills in a collaborative environment in Georgia.

Qualifications

• Associate or bachelor’s degree in information systems, Computer Science, Software Engineering, or related field, or equivalent training/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.

Responsibilities

• Serve as the first-line responder for customer-reported software and system issues via phone, email, or ticketing system.
• Perform initial problem identification, triage, and basic troubleshooting using documented procedures and knowledge base articles.
• Accurately log, update, and track support cases in the help desk or CRM system.
• Gather required diagnostic information, logs, and screenshots to assist in issue resolution.
• Resolve common, well-documented issues within defined service levels.
• Escalate complex issues to Level 2 or higher according to escalation procedures.
• Communicate status, next steps, and outcomes clearly with customers.
• Follow defined workflows, incident management processes, and documentation standards.
• Participate in training, shadowing, and knowledge transfer to build technical competency.
• Contribute to knowledge base by identifying gaps and suggesting improvements.
• Assist with customer-related tasks as assigned.

Skills

Communication skills

Problem solving

Teamwork

Detail oriented

Time management

Learning new technologies

Customer service

Education

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

Tools

CRM system

Job description

Daifuku is seeking an entry-level Software Support Specialist (Level 1) to be the first point of contact for customers needing assistance with supported software applications. The role focuses on initial triage, basic troubleshooting, and timely escalation of incidents under established procedures.

You will log and track cases, gather diagnostics, and work with senior staff to build foundational technical and customer-service skills in a collaborative environment in Georgia.