Software Support Specialist I - Entry-Level Tech Help & Triage

Daifuku Intralogistics America; Ellabell (GA); On-site; USD 65,000 - 70,000; Full time

Job summary

Daifuku Intralogistics America is seeking an entry-level Software Support Specialist (Level 1) to be the initial contact for customers needing help with supported software applications and systems. You will perform basic troubleshooting, document issues, and escalate as needed with guidance from senior staff.

Responsibilities include triage, logging cases in the help desk or CRM, gathering diagnostics, and communicating outcomes to customers.

Qualifications

• Associate or bachelor’s degree in information systems, CS, SE, or related field, or equivalent training/experience
• 0–2 years in a technical support, help desk, or customer service role
• Familiarity with basic software troubleshooting concepts and customer support practices is preferred
• Excellent verbal and written communication skills
• Self-motivated and detail-oriented
• Creative thinking and problem-solving skills
• Ability to lead work teams and projects effectively
• Ability to multi-task while maintaining attention to detail and deadlines
• Ability to learn new technologies
• Team-oriented and collaborative

Responsibilities

• Serve as the first-line responder for customer-reported software and system issues via phone, email, or ticketing system
• Perform initial problem identification, triage, and basic troubleshooting using documented procedures and knowledge base articles
• Accurately logs, updates, and tracks support cases in the help desk or CRM system
• Gathers required diagnostic information, logs, and screenshots to assist in issue resolution
• Resolves common, well-documented issues and requests within defined service-level guidelines
• Escalates complex, unresolved, or high-impact issues to Level 2 or higher support according to escalation procedures
• Communicates clearly and professionally with customers regarding issue status, next steps, and expected outcomes
• Follows defined support workflows, incident management processes, and documentation standards
• Participates in training, shadowing, and knowledge transfer activities to build technical competency
• Contributes to knowledge base content by identifying gaps and suggesting improvements
• Assists with customer-related or job-related tasks as assigned

Skills

Communication

Detail-oriented

Problem-solving

Team collaboration

Multitasking

Learning agility

Education

Associate or Bachelor’s degree in Information Systems / CS / SE

Tools

Help desk software

CRM system

Knowledge base

Job description

Daifuku Intralogistics America is seeking an entry-level Software Support Specialist (Level 1) to be the initial contact for customers needing help with supported software applications and systems. You will perform basic troubleshooting, document issues, and escalate as needed with guidance from senior staff.

Responsibilities include triage, logging cases in the help desk or CRM, gathering diagnostics, and communicating outcomes to customers.