Launchpad: Entry-Level Software Support Specialist

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

Job summary

Daifuku North America is seeking an entry-level Software Support Specialist (Level 1) to serve as the first point of contact for customers using supported software applications. You will perform initial triage, document issues, and escalate unresolved problems under guided supervision.

You will log cases, gather diagnostics, and follow established workflows while developing foundational technical and customer service skills.

Qualifications

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

Customer service

Troubleshooting

Documentation

Communication

Teamwork

Multi-tasking

Learning agility

Education

Associate or Bachelor's degree in information systems/CS/software engineering

Job description

Daifuku North America is seeking an entry-level Software Support Specialist (Level 1) to serve as the first point of contact for customers using supported software applications. You will perform initial triage, document issues, and escalate unresolved problems under guided supervision.

You will log cases, gather diagnostics, and follow established workflows while developing foundational technical and customer service skills.