Software Support Specialist

Jonas Software; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading enterprise management software provider is seeking a Software Support Specialist to handle Tier 2 customer support requests. The role involves troubleshooting software issues, improving documentation, and collaborating with various teams to enhance customer experience.

Qualifications

• 2+ years in a customer-facing software support role, preferably in SaaS.
• Strong troubleshooting and analytical skills.

Responsibilities

• Investigate and resolve Tier 2 support tickets.
• Collaborate with teams to resolve software issues.
• Create and maintain knowledge base articles.

Skills

Troubleshooting

Analytical Skills

Communication

Cross-Functional Collaboration

Tools

Zendesk

HubSpot

Freshdesk

Job description

The Software Support Specialist is responsible for handling Tier 2 customer support requests, serving as a bridge between Tier 1 support and technical escalation paths. This role focuses on troubleshooting software-related issues, identifying recurring problems, improving support documentation, and ensuring a smooth resolution process for our clients.

Responsibilities:

1. Investigate and resolve Tier 2 support tickets escalated from the Tier 1 team.
2. Collaborate with the Customer Support and Product teams to resolve software issues.
3. Identify trends in support tickets and recommend documentation or product improvements.
4. Create and maintain knowledge base articles for both internal and external users.
5. Provide coaching or shadowing support to Tier 1 reps when needed.
6. Serve as a subject matter expert on specific software workflows and user issues.
7. Participate in product testing and feedback loops related to customer pain points.

Qualifications:

1. 2+ years in a customer-facing software support role, preferably in a SaaS environment.
2. Strong troubleshooting and analytical skills.
3. Familiarity with support ticketing systems (e.g., Zendesk, HubSpot, Freshdesk).
4. Excellent written and verbal communication skills.
5. Comfortable working cross-functionally with non-technical and technical teams.
6. Ability to manage multiple priorities in a fast-paced environment.

Additional Information:

• Business Unit: Tracx
• Scheduled Weekly Hours: 40
• Number of Openings Available: 1
• Worker Type: Regular

About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions across various industries including Country and Golf Clubs, Foodservice, Construction, and more. With over 65 brands and a presence in more than 30 countries, Jonas is committed to innovation, quality, and customer service. Headquartered in Canada, Jonas employs over 2,000 professionals worldwide and is a subsidiary of Constellation Software Inc.