Software Support Technician I

ACT Entertainment; Nashville (TN); Hybrid; USD 34,440 - 38,572; Full time

Job summary

ACT Entertainment in Nashville, TN, is seeking a Software Support Technician I to provide technical assistance and support for software products. The role involves delivering excellent customer service, conducting training classes, and collaborating with development teams.

The ideal candidate will have a Bachelor's degree or equivalent experience in the entertainment lighting industry, strong troubleshooting skills, and excellent communication abilities.

The position is full-time and offers a hybrid work environment.

Qualifications

• Bachelor's degree or equivalent technical education in lighting design, or related field, or two years experience in the entertainment lighting industry.
• Strong troubleshooting skills and the ability to analyze software issues.
• Excellent verbal and written communication skills.

Responsibilities

• Provide first-line technical software support to customers.
• Conduct Beginner-Level classes on ACT software products.
• Guide customers through software installation and setup.
• Collaborate with development teams to beta-test new software.

Skills

Strong troubleshooting skills

Excellent communication skills

Attention to detail

Proficiency in computer technology

Education

Bachelor’s degree in lighting design or related field

Tools

Software support tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Software Support Technician I

Full Time Technical TN, US

5 days ago Requisition ID: 1149

Salary Range: $25.00 To $28.00 Hourly

Software Support Technician I

ACT ENTERTAINMENT

JOB DESCRIPTION

DEPARTMENT: Technical Services FLSA: Non-Exempt (Hourly)

REPORTS TO: Software Support Manager LOCATION: Nashville, TN (hybrid)

SUMMARY: This position is responsible for providing basic technical assistance and support to users of our software products. This role will enhance the customer experience of our products by providing timely and effective support and maximizing the value of our software solutions.

DUTIES AND RESPONSIBILITIES:

• Provide first-line technical software support to customers for ACT products.
• Conduct in-person Beginner-Level classes on the use of ACT software products.
• Attend trade shows as required.
• Prepare equipment for sales and demos as per company guidelines.
• Guide customers through software installation, setup, and configuration processes, ensuring smooth deployment and optimal performance.
• Maintain test and demo files as required.
• Collaborate with development teams to beta-test new software.
• Communicate effectively with customers to provide updates, follow-up on issues, and ensure satisfaction with resolution of support requests.
• Contribute to the maintenance of support and education documentation, including knowledgebase files, FAQs, troubleshooting guides, and class curriculum.
• Perform other related duties as assigned by supervisor.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor’s degree or equivalent technical education in lighting design, entertainment technology, or related field; or two years previous experience in the entertainment lighting industry.
• Strong troubleshooting skills and the ability to analyze and diagnose software issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to both technical and non-technical users.
• Strong attention to detail and organizational skills, with the ability to prioritize and manage tasks effectively.
• Proficiency in computer technology, and software support tools a plus.
• Beneficial (but not required) Knowledge & Skills:
  • Knowledge of Ethernet, networking, and network topology
  • Knowledge of XML and XSL stylesheet language
  • Knowledge of 3D modeling and/or drafting
  • Knowledge of video codecs, transcoding, and control
  • Knowledge of LUA scripting language
• Ability to travel up to 30%
• Must be able to obtain a valid passport
• Must have valid driver’s license

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand.
• Frequently required to walk.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually quiet.
• The employee must lift and/or move up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.