Software Support Specialist - Hybrid

Arcoro; Phoenix (AZ); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Arcoro is recruiting a Software Support Specialist to provide frontline technical support for customers, resolve platform issues, and ensure a high-quality customer experience. This role requires coming to the Phoenix office on Tuesdays and Wednesdays, with on-site and remote opportunities.

You will respond to tickets, chat, email, and phone, troubleshoot issues, document resolutions, and collaborate with internal teams to drive customer success and product adoption.

Qualifications

• 1+ years of experience in customer support or SaaS support.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with Microsoft Office tools (Excel and Outlook).

Responsibilities

• Provide day-to-day support for customer HRIS platform usage.
• Respond to support requests via tickets, chat, email, and phone.
• Troubleshoot and resolve product or service issues in a timely manner.
• Identify root causes and deliver effective solutions.
• Follow escalation processes for complex or unresolved issues.
• Maintain strong customer relationships through responsive and professional support.
• Document issues, resolutions, and relevant details in support systems.
• Collaborate with internal teams to resolve customer concerns.
• Contribute to team goals and support continuous improvement efforts.

Skills

Customer support

SaaS support

Troubleshooting

Communication

Multi-tasking

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Zendesk

Salesforce

Excel

Outlook

Job description

Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day Our culture is collaborative, and we believe strongly in training, growth and internal advancement. We offer competitive compensation including comprehensive benefits and a generous time-off policy. We offer both on-site and remote opportunities.

At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.

About the Role

The Software Support Specialist is responsible for providing front-line technical support to customers, resolving platform-related issues, and ensuring a high-quality customer experience. This role works directly with customers to troubleshoot issues, provide solutions, and elevate complex problems when necessary.

The Software Support Specialist plays a key role in maintaining customer satisfaction, supporting product adoption, and ensuring timely resolution of support requests. This role requires to come in the Phoenix office on Tuesday & Wednesdays.

What You’ll Do

• Provide day-to-day support for customer HRIS platform usage
• Respond to support requests via tickets, chat, email, and phone
• Troubleshoot and resolve product or service issues in a timely manner
• Identify root causes and deliver effective solutions
• Follow escalation processes for complex or unresolved issues
• Maintain strong customer relationships through responsive and professional support
• Document issues, resolutions, and relevant details in support systems
• Apply a structured, logical approach to problem-solving
• Collaborate with internal teams to resolve customer concerns
• Contribute to team goals and support continuous improvement efforts

What Success Looks Like

• Timely and effective resolution of customer issues
• High levels of customer satisfaction and positive support experiences
• Accurate and thorough documentation of support interactions
• Proper use of escalation paths and issue tracking
• Strong collaboration with internal teams
• Consistent adherence to support processes and service standards

What We’re Looking For

• Experience in customer support, SaaS support, or technical service roles
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills
• Ability to manage multiple requests in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to follow processes and elevate issues appropriately
• Customer-focused mindset with a proactive approach
• Proficiency with Microsoft Office tools (especially Excel and Outlook)

Preferred Qualifications

• 1+ years of experience supporting HRIS, payroll, benefits, or time tracking systems
• Experience with support platforms such as Zendesk, Salesforce, or similar tools
• High school diploma or equivalent required; college degree preferred

About the Company

A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more. Arcoro has over 7000 customers across North America.

Arcoro is a Fair and Equal Opportunity Employer

Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Arcoro is proud to be an Equal Opportunity Employer.