Software Support Specialist

Priority Dispatch Corporation; Salt Lake City (UT); Hybrid; USD 48,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Legal insurance

Pet insurance

PTO

401K with company match

Holidays

Hybrid work schedule

Job summary

Priority Dispatch Corp. is seeking a Software Support Specialist to provide technical software support for PDC, IAED, and PSI clients from a Salt Lake City base.

This full-time role operates on a hybrid schedule, offering a broad benefits package and opportunities to grow by expanding product knowledge and troubleshooting capabilities. The position emphasizes clear communication, teamwork with development, and on-call rotation, with a focus on resolving complex issues and building a

Qualifications

• 1–2 years in technical support, software support, or IT operations
• Experience creating support documentation is preferred
• Strong communication and problem-solving skills
• Basic knowledge of databases and SQL preferred
• Familiarity with Microsoft Office

Responsibilities

• Responds to client support requests via phone, email, and chat
• Uses the client management system to track issue details
• Participates in 24/7 On-Call rotation
• Communicates with stakeholders to manage client expectations
• Documents SQL-related queries and resolutions to build a knowledge base
• Collaborates with development to relay customer feedback and product improvements
• Assists in training new Software Support Specialists
• Provides limited hardware and operating system support

Skills

Technical writing

SQL

Customer support

Communication

Problem solving

Teamwork

Interpersonal skills

MS Office

Database concepts

Education

Job description

Are you looking to kickstart your career? Do you have technical writing experience to create documentation? Then look no further than joining our team! Our company has won awards for being a top place to work in Utah for the past 5 years running! Come see why our teams love to work here!

This is a full time opportunity and would be eligible to receive our whole host of benefit offerings that include health, dental, vision, legal, and pet insurance, PTO, 401K and company matching, holidays, a hybrid work schedule, and more!

Job Summary

The Software Support Specialist will provide software support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients in terms of the use, functionality, and understanding of our products and databases. You will learn how to ensure timely resolution of client software issues through analysis and functionality troubleshooting using multiple knowledge bases, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product. This role operates on a hybrid work model based in Salt Lake City, Utah, USA.

Responsibilities

• Responds to client support requests via phone, email, and chat with clear, professional communication
• Uses the company’s client management system to create, track, and/or update details on the specifics of client issues
• Participates in 24/7 On-Call phone rotation
• Responsibly communicates with all parties involved in issue resolutions to meet and manage client expectations
• Submits client issues to team managers or supervisors for resolution as appropriate
• Works on critical, highly complex customer problems that will span multiple applications and environments
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Support Community
• Participates in Coaching 1-on-1 sessions with Department Supervisor
• Provides expert SQL-related assistance to customers, resolving issues efficiently and effectively
• Collaborates with the development team to communicate customer feedback and identify potential product enhancements
• Troubleshoots application deployments, recreating customer issues
• Documents SQL-related customer queries, issues, and resolutions to create a knowledge base for future reference
• Continuously updating their SQL knowledge to stay current with industry best practices and emerging technologies
• Attends and participates in team meetings
• Works effectively both independently and in a team-oriented environment
• Assists in training new Software Support Specialists in proper resolution techniques
• Provides limited hardware and operating system support
• All other duties as assigned

Qualifications / Essential Job Functions

• 1–2 years in technical support, software support, or IT operations required
• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus
• Technical writing experience, ideally creating support documentation for software products, is preferred
• Exceptional ability to simplify complex technical concepts and workflows into clear, concise, and engaging communication is preferred
• Excellent interpersonal skills
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Experience working with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office
• Knowledge and understanding of software development tools a plus

Essential Job Functions / Physical And Other Requirements

• Responding in a professional and timely manner to efficiently resolve client issues
• Use and maintain documentation and company information library for the accurate and up to date resolution of identified issues
• This is a typical office job that requires the ability to sit for long periods of time at a desk occasionally moving, standing, and walking.
• Requires rapid use of arms, hands, or fingers, in handling or manipulating objects, tools, and/or instruments requiring fine eye-hand coordination.
• Work environment is composed of moderate noise (examples: business offices with computers and printers, light traffic)
• Occasional travel of less than 10% may be required.
• Lifting and carrying 10-20 pounds frequently
• Communication in person, over the phone and in virtual meeting settings
• Must be willing to fill a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hours

Our Company

As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah.

We offer a comprehensive benefits package including medical, dental, and matching 401K programs, etc.

Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Priority Dispatch System® approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA® software, as well as a card-set version, AQUA® quality improvement software, training, consulting, and Academy accreditation support. www.prioritydispatch.net

Equal Employment Opportunity Employer Click here to view the Federal EEO poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf