Software Support Specialist

Transfinder; New York (NY); Remote; USD 61,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Software Support Specialist to provide exceptional technical assistance to clients. This role is crucial in ensuring that clients can effectively utilize the software solutions designed for student transportation. You will be the first point of contact for troubleshooting and resolving complex technical challenges, while also collaborating with cross-functional teams to enhance service delivery. If you thrive in a dynamic environment and have a passion for technology and customer service, this position offers a fantastic opportunity for growth and impact in the education sector.

Qualifications

• 2+ years of experience in technical support for SaaS products.
• Proficient in SQL and various diagnostic tools.

Responsibilities

• Serve as the primary contact for clients with technical issues.
• Collaborate with internal teams to resolve client onboarding issues.

Skills

Analytical Skills

Communication Skills

Interpersonal Skills

Organizational Skills

Problem Solving

Education

Bachelor's Degree in a relevant field

Tools

SQL

DevTools

Kibana

Remote Desktop Protocol (RDP)

Customer Relationship Management (CRM) software

Job description

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This range is provided by Transfinder. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$61,000.00/yr - $70,000.00/yr

Finding top talent at Transfinder, where transporting students safely is the core of our software solutions.

Software Support Specialist

Pay Status and Classification: Exempt, Regular Full Time

Work Location: Remote in New York or Texas. If in New York and local to company headquarters, there are days the Software Support Specialist is expected to be in the office for company meetings.

Position Purpose:

The Software Support Specialist serves as the primary point of contact for clients experiencing technical difficulties. The Software Support Specialist manages and resolves complex client technical challenges that result from the installation, implementation, and use of Transfinder’s software platform.

The Software Support Specialist provides exceptional customer service to clients and possesses an aptitude for learning new software applications and their underlying technologies quickly and thoroughly. The Software Support Specialist is a highly technical individual who works cooperatively in a team environment and contributes to the growth and success of their clients, their peers, their department, and the company.

Essential Duties and Responsibilities:

• Analytical and Technical Problem Solving: Identifies and resolves complex client issues by approaching an issue from multiple angles and testing possible solutions through a Quality Assurance (QA) or User Acceptance Testing (UAT) environment. Assesses error logs, metrics, user reports, and screenshots to provide resolutions or data-driven recommendations of best practices to the end user and internal teams. Evaluates client data for possible discrepancies and diagnoses data issues using SQL queries. Reviews multiple possible solutions and strategizes the best solution to present to the customer.
• Documentation and Bug Reproduction: Determines comprehensive steps to reproduce and annotate screenshots of discovered bugs for an efficient hand-off between departments. Ensures the bug resolution process is thorough with quality documentation of existing versus expected functionality, working with cross-team members to confirm software behavior as part of the troubleshooting steps. Maintains and expands internal documentation via thorough note-taking on completed cases.
• Product Knowledge and Education: Stays current with the dynamic product suite that has quarterly releases of new features and products. Applies updated product knowledge when solving technical difficulties, ensuring seamless support for the clients. Proactively seeks opportunities to enhance product knowledge through provided training videos, internal documentation, and hands-on experimentation. Collaborates closely with cross-functional teams, including development, QA, and DevOps, to facilitate the knowledge transfer of issues documented with existing or emerging technologies.
• Internal Collaboration: Ensures client issues faced during onboarding are resolved efficiently and to completion in partnership with the Service department. Collaborates with the DevOps team on reporting and facilitating performance/infrastructure-based issues that require server review. Thoroughly communicates possible trending client issues to the Development and QA departments to ensure both departments are equipped with all gathered information on the presenting issue.
• Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent communication and interpersonal skills with the ability to interact with internal teams, external clients, and stakeholders.
• Ability to manage multiple support cases while maintaining quality and response time goals.
• Exceptional analytical skills to detect patterns, diagnose root causes, and suggest enhancements for software and user experience.
• Ability to work effectively independently and as part of a collaborative team.
• Excellent organizational skills and attention to detail.
• Proficiency in using a Customer Relationship Management system (CRM)/ticketing software to track, manage, and provide updates on existing client issues.

Experience:

• 2+ years of experience supporting Software as a Service (SaaS) products.
• 2+ years of experience in a technical support position providing phone and screensharing-based support to clients.
• Thoroughly demonstrated knowledge of a variety of diagnostic tools including SQL, DevTools, Kibana, and Remote Desktop Protocol (RDP) applications.
• Basic troubleshooting experience with Application Programming Interface (APIs), the Active Directory (AD) with Security Assertion Markup Language (SAML), and Single Sign-On (SSO).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• Software Development