Junior Software Support Specialist: Launch Your Tech Career

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

Job summary

Daifuku Intralogistics America is seeking an entry-level Software Support Specialist (Level 1) in Illinois to be the first contact for customer-reported software issues. You will perform initial triage, document cases, and escalate more complex problems as needed.

This role builds foundational technical and customer-service skills under senior staff guidance, with opportunities to contribute to knowledge base content and participate in training.

Qualifications

• Associate or bachelor’s degree in information systems, CS, or related field, or equivalent training/experience.
• 0–2 years in technical support, help desk, or customer service role.
• Familiarity with basic software troubleshooting concepts and support practices.

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

Communication

Detail-oriented

Problem solving

Teamwork

Multi-tasking

Learning agility

Education

Bachelor’s degree in information systems, computer science, software engineering, or related field

Equivalent technical training or experience

Job description

Daifuku Intralogistics America is seeking an entry-level Software Support Specialist (Level 1) in Illinois to be the first contact for customer-reported software issues. You will perform initial triage, document cases, and escalate more complex problems as needed.

This role builds foundational technical and customer-service skills under senior staff guidance, with opportunities to contribute to knowledge base content and participate in training.