Software Support Specialist

Pinnacle Financial Strategies; San Antonio (TX); Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Software Support Specialist to join their remote team. This role focuses on the configuration and ongoing support of innovative software solutions, ensuring seamless implementation for banking clients. You will troubleshoot issues, provide exceptional remote support, and collaborate with clients to enhance their experience with the software. If you have a background in software support and a passion for helping clients succeed, this is an exciting opportunity to make a significant impact in the financial sector.

Qualifications

• 3-5 years of experience in software support and installation.
• Bachelor's degree in computer science or equivalent experience.

Responsibilities

• Provide software installation and support for bank and credit union customers.
• Troubleshoot client issues and maintain documentation in Zoho CRM.

Skills

Software Installation & Configuration

SQL & Query Analysis

System Troubleshooting & Debugging

Remote Support & Tools

Banking & Financial Systems Knowledge

CRM & Documentation

Client-Focused Support

Effective Communication

Education

Bachelor's Degree in Computer Science

Tools

Zoho CRM

Teams

Zoom

Job description

Job Description

Job Description

Job Description

This is a remote position.

The Software Support Specialist at Pinnacle Financial Strategies is responsible for the configuration, installation, and ongoing support of the company’s software products. This role involves troubleshooting client issues, providing remote support via phone and email, and ensuring smooth implementation and operation of Pinnacle’s SmartTech software for banks and credit unions. Issues range from minor bug fixes to installation configuration and user setup.

Requirements

RESPONSIBILITIES

• Serves as primary software installation and support for all bank and credit union customers.
• Performs installations of SmartTech software for new clients upon implementation of product solutions.
• Tests upgrades as new versions become available.
• Maintains documentation of support calls in Zoho CRM.
• Assists customers with training issues of SmartTech software.
• Reviews logs and resolves problem calls from clients. Documents software issues and problems and communicates these to developers
• Provide feedback through staff meetings
• Perform other assignments or projects as requested
• Provide internal support as needed

COMPETENCIES

• Software Installation & Configuration – Ability to install, configure, and troubleshoot software solutions.
• SQL & Query Analysis – Competence in querying databases and analyzing data to resolve issues.
• System Troubleshooting & Debugging – Ability to identify, diagnose, and resolve software and system issues.
• Remote Support & Tools – Proficiency in using remote access tools (e.g., Teams, Zoom) for troubleshooting and training.
• Banking & Financial Systems Knowledge – Understanding of banking operations, including general ledger and deposit operations.
• CRM & Documentation – Experience with support ticketing systems such as Zoho CRM to track and manage client issues.
• Client-Focused Support – Providing exceptional service by understanding client needs and resolving their issues efficiently.
• Effective Communication – Ability to explain technical solutions clearly to non-technical users.

QUALIFICATIONS

• Requires 3-5 years of experience and a bachelor’s degree in computer science or similar field (or an equivalent level of experience)
• Experience in banking operations including general ledger, deposit operations and core platforms
• Experience with help desk customer support
• Experience in SQL and query analysis
• Proficient with Teams, Zoom, etc.
• Ability to multitask, meet deadlines, and work under pressure
• Ability to work well with others as a member of or leader of a team
• Strong analytical skills with a high level of attention to detail
• Ability to collaborate and perform in a remote only environment
• Good organization skills

REQUIRED LICENSES/CERTIFICATIONS

· N/A

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. On occasion, the employee must be able to lift 35 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Company Description

Pinnacle Financial Strategies is a recognized leader in providing strategies and turnkey programs to help community banks and credit unions improve profitability and acquire, retain and grow relationships with customers.

Company Description

Pinnacle Financial Strategies is a recognized leader in providing strategies and turnkey programs to help community banks and credit unions improve profitability and acquire, retain and grow relationships with customers.