Software Support Associate: First‑Line Troubleshooter

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

Job summary

Daifuku Co., Ltd. is seeking an entry-level Software Support Specialist (Level 1) in the United States to serve as the first point of contact for customers using supported software applications and systems.

You will perform initial triage, basic troubleshooting, and documentation of issues, with close guidance from senior staff. The role focuses on developing foundational technical, customer service, and support-process skills while handling routine issues and escalating complex cases as needed.

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
• Assists with customer-related or job-related tasks as assigned

Job description

Daifuku Co., Ltd. is seeking an entry-level Software Support Specialist (Level 1) in the United States to serve as the first point of contact for customers using supported software applications and systems.

You will perform initial triage, basic troubleshooting, and documentation of issues, with close guidance from senior staff. The role focuses on developing foundational technical, customer service, and support-process skills while handling routine issues and escalating complex cases as needed.