Software Support Associate: Start Your Tech Career

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

Job summary

Daifuku seeks an entry-level Software Support Specialist (Level 1) in Bolingbrook, IL. You will be the first point of contact for customers, performing initial triage and basic troubleshooting using documented procedures, while logging and tracking cases in the CRM system.

You will escalate complex issues to Level 2 per procedures and participate in training to build technical competency and knowledge base content. Strong communication and teamwork are essential.

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
• Excellent verbal and written communication skills
• Self-motivated and detail-oriented; ability to learn new technologies

Responsibilities

• Serve 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

Skills

IT concepts

Troubleshooting steps

Customer service mindset

Verbal and written communication

Team collaboration

Time management

Education

Associate/Bachelor in information systems/CS/SE

Job description

Daifuku seeks an entry-level Software Support Specialist (Level 1) in Bolingbrook, IL. You will be the first point of contact for customers, performing initial triage and basic troubleshooting using documented procedures, while logging and tracking cases in the CRM system.

You will escalate complex issues to Level 2 per procedures and participate in training to build technical competency and knowledge base content. Strong communication and teamwork are essential.