Software Support Specialist

Vision Government Solutions Inc.; Hudson (MA); Remote; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401k match

Job summary

Vision Government Solutions is seeking a Software Support Specialist to provide day-to-day software and database support for our CAMA software customers. You will troubleshoot, analyze, and resolve questions while learning complex government-related systems.

The role emphasizes customer satisfaction, clear case notes, and collaboration with internal teams to improve processes. This remote position offers a competitive salary and benefits in a fast-paced public-sector tech environment.

Qualifications

• Experience providing high-volume technical support and resolving complex software issues.
• Strong troubleshooting and analytical skills with ability to learn complex systems quickly.
• Excellent written communication for case notes and customer updates.
• Ownership mindset, accountability, and process improvement focus.
• Comfortable in fast-paced, evolving environments; experience with government or regulated systems.
• Knowledge of SQL, Salesforce, JIRA, and Microsoft Office Suite is a plus.

Responsibilities

• Answer software questions directly with customers and ensure issue resolution.
• Advocate for customers internally to influence product roadmap.
• Improve day-to-day team processes for efficiency.
• Assist newly implemented or upgraded customers for smooth transitions.
• Collaborate with internal teams on company strategy with strategic customers.

Skills

High-volume support

Troubleshooting

Analytical skills

Communication (case notes)

Ownership mindset

Adaptability

Government/regulated systems

Learning technical concepts

Education

Bachelor's degree or equivalent

Tools

SQL

Salesforce

JIRA

Microsoft Office

Job description

About Vision:

Vision Government Solutions is a leading high-tech Government Technology firm providing cutting-edge software and services to the public sector. Through our efforts, local communities have the funding needed to maintain roads, schools and emergency services. Our organization is quickly ramping up for growth, and we are looking for people to join our teams to help us do that successfully.

About the Role:

The Software Support Specialist’s primary duty is to provide day-to-day software and database support to our growing customer base, applying troubleshooting and analysis techniques and procedures to resolve those questions. The Vision Customer Support team works with our customers to troubleshoot and resolve questions related to our CAMA software. This requires knowledge of Vision’s proprietary CAMA software and the appraisal process, including the differences in nuance from municipality to municipality as well as the consistent exercise of discretion and judgment for each separate support transaction and the Specialist’s workload of support cases.

The Customer Support team is the face of Vision for our customers and plays a critical role in their continued happiness using our products. We are looking for highly motivated individuals with a demonstrated capacity to learn technical concepts and a positive attitude to join our team. The goal of this role is to ensure that Vision customers rave about our software products, and the quality of the support they receive in using them. Customer satisfaction is critical to our success; it’s that simple.

Key roles & responsibilities include:

• Working directly with customers to answer all software questions and ensure complete resolution of software issues
• Serving as the “voice of the customer,” advocating internally to drive the product roadmap in a way that will be most beneficial to our customers
• Focusing on team processes to become increasingly more efficient in day-to-day activities
• Partnering with newly implemented or upgraded customers to ensure they have a smooth transition
• Aligning with internal teams on company strategy, working with strategic customers to help Vision meet its goals

The ideal candidate for this role will have:

• High-volume technical support experiencewith the ability to manage heavy caseloads efficiently.
• Strong troubleshooting and analytical skills, with the ability to quickly learn complex systems.
• Excellent communication skills, especially in writing clear case notes and customer updates.
• Ownership mindset— proactive, accountable, and focused on improving processes.
• Adaptabilityand comfort working in a fast-paced, constantly changing environment.
• Experience supporting government, real estate, or other regulated/complex systems.
• A proven ability to learn additional technical concepts – knowledge of SQL, Salesforce, JIRA, and Microsoft Office Suite is a plus

Compensation & Benefits include:

Medical, dental and vision insurance as well as 401k match. Compensation range is $40k-$50k.

Position:

Remote

Vision Government Solutions maintains a drug-free workplace.

Vision Government Solutions is an Equal Opportunity Employer and committed to a diverse and inclusive workplace. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We're proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and Veteran status.

Vision Government Solutions maintains a drug-free workplace.