Software Support Specialist

Talentoma; Washington; Remote; USD 64,000 - 67,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a Software Support Specialist to work remotely from Washington, United States. The role handles IT help desk questions via Freshservice, AnyDesk, and Jira, guiding users through troubleshooting, documenting steps, and coordinating with technical teams.

The candidate will help resolve access and performance issues, identify recurring patterns, and contribute to knowledge base updates while maintaining professional communication and timely responses.

Qualifications

• 1-2 years of software support or related experience preferred.
• Experience using Freshservice to review, update, prioritize, and close tickets preferred.
• Ability to use AnyDesk for remote support and explain troubleshooting steps clearly.
• Working knowledge of Windows 11 and common web-based business software.
• Ability to write concise issue summaries and maintain organized ticket histories.
• Authorized to work in the United States; fully remote from Washington, USA.
• Structured onboarding and training on Freshservice, AnyDesk, and Jira.
• Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.

Responsibilities

• Receive software questions via IT help desk (Freshservice), email, chat, and tickets; confirm user requests.
• Review ticket history, context, screenshots, error messages, and steps.
• Use AnyDesk to observe behavior and assist troubleshooting.
• Record issue summaries, actions, outcomes, and next steps in Freshservice.
• Reproduce reported behavior and determine need for escalation.
• Explain features, limitations, and workarounds in clear language.
• Escalate unresolved defects with complete notes to the team lead or tech team.
• Track work and updates in Jira; adjust status as investigations progress.
• Share recurring issues and user feedback to improve knowledge articles.
• Meet quality expectations with accurate troubleshooting and complete notes.

Skills

Communication

Technical writing

Ticketing experience

Problem solving

Education

High school diploma or equivalent

Tools

Freshservice

AnyDesk

Jira

Job description

Monthly Pay: $5,765 - $6,000 USD per month

Summary:

Working in an IT help desk such as Freshservice, a remote support tool such as AnyDesk, and a project management platform such as Jira, the Software Support Specialist investigates software questions and helps users return to productive work. This role matters because clear, timely technical guidance helps users navigate software features, resolve access and performance concerns, and understand next steps. The specialist sits within the software support team and works under a software support team lead while partnering with users, product specialists, and technical teams. This is a fully remote, work from home position based in Washington, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. The specialist documents each interaction carefully, communicates practical guidance, and identifies recurring patterns that can improve the user experience.

Job Responsibilities:

• Receive software questions through an IT help desk such as Freshservice, email, chat, and assigned support tickets, then confirm the user’s request and relevant software details.
• Review ticket history, account context, screenshots, error messages, and reported steps to understand the issue before beginning investigation.
• Use a remote support tool such as AnyDesk when appropriate and authorized to observe reported behavior and assist users during troubleshooting.
• Record issue summaries, troubleshooting actions, outcomes, user communications, and agreed next steps in an IT help desk such as Freshservice.
• Reproduce reported software behavior when possible, compare results with available guidance, and identify whether additional technical review is needed.
• Refer users to accurate product resources and explain feature settings, known limitations, and practical workarounds in plain language.
• Escalate unresolved defects, repeat issues, or access concerns to the software support team lead or appropriate technical team with complete notes and supporting details.
• Track assigned work and follow-up items in a project management platform such as Jira, updating status as investigation progresses.
• Share recurring issue themes and user feedback with product specialists to support knowledge article updates and service improvements.
• Meet quality expectations through accurate troubleshooting, prompt turnaround, complete notes, respectful communication, and reliable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of software support, technical assistance, service desk, or related experience preferred.
• Experience using an IT help desk such as Freshservice to review, update, prioritize, and close support tickets preferred.
• Ability to use a remote support tool such as AnyDesk while explaining troubleshooting steps clearly and maintaining user confidence.
• Working knowledge of an operating system such as Windows 11 and common web-based business software.
• Ability to write concise issue summaries, capture error details, and maintain organized ticket histories.
• Sound judgment in recognizing when an issue requires escalation to a software support team lead or technical team.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from Washington, United States.
• Structured onboarding and training on an IT help desk such as Freshservice, a remote support tool such as AnyDesk, and a project management platform such as Jira.
• Regular check-ins with the software support team lead for guidance, feedback, and priority alignment.
• Opportunities to build software troubleshooting, ticket investigation, user guidance, technical writing, and issue analysis skills.
• Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.