Support Specialist, Core Imaging Services

Tom McLeod Software Corp; Birmingham (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Tom McLeod Software Corp in Birmingham, AL seeks a Support Specialist, Core Imaging Services, to provide technical and instructional support for McLeod customers. The role diagnoses software/hardware issues, manages escalations, and documents activity in the internal system, helping minimize downtime and protect the product suite’s reputation.

The candidate will engage with customers, work across teams, and maintain clear communication while delivering timely follow-up during and after upgrades

Qualifications

• Bachelor's degree or 2+ years of tech support in a customer-facing role OR 6+ years in tech support.

Responsibilities

• Provide exceptional support for McLeod customers regarding McLeod Software’s products.
• Diagnose and resolve complex technical and product functionality issues across software, PCs, and 3rd party hardware.
• Test and reproduce issues to determine root cause and document deficiencies for the Imaging Product Group.
• Manage customer expectations regarding resolution timeframes and issue diagnosis.
• Escalate requests as needed; document all activities in McLeod's internal system.

Skills

Customer service

Communication

Problem solving

Multitasking

Education

Bachelor's degree or 6+ years of experience in tech support

2+ years of technical support in a customer-facing role

Experience in software/transportation industry preferred

Intermediate Microsoft Office knowledge

Tools

Internal ticketing system

MS Office Suite

Job description

Support Specialist, Core Imaging Services

Job Category: Support

Requisition Number: SUPPO001649

• Full-Time

Locations

Birmingham, AL 35242, USA

Description

Purpose of this Position:

The Support Specialist ensures timely and effective resolution of technical and instructional issues for McLeod customers. This role acts as the frontline resource for diagnosing and troubleshooting software and hardware problems, managing escalations, and providing clear communication to maintain strong customer relationships. Their expertise helps minimize downtime and supports the overall success and reputation of McLeod’s product suite.

Essential Duties and Responsibilities:

• Provide exceptional support for McLeod customers regarding McLeod Software’s products.
• Diagnose and resolve complex technical and product functionality issues within software, PCs, 3rd party hardware.
• Test and reproduce issues to determine root cause analysis, and document any software deficiencies to be provided to the Imaging Product Group.
• Manage customer expectations regarding resolution timeframes and issue diagnosis.
• Escalate Requests as needed.
• Document all activities in McLeod's internal system.
• Record Support ticket requests in detail along with updating related customer information in McLeod’s internal system.
• Provide timely follow-up to customers.
• Post upgrade, integration, and migration testing during business hours and after hours.
• Maintain testing checklists.
• Ability to learn internal software and systems.
• Ability to build relationships and work effectively at varying organizational levels.
• Ability to maintain a friendly attitude with others.
• Ability to communicate technical information effectively.
• Ability to remain calm in stressful situations.
• Strong oral and written communication skills.
• Ability to multitask.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor's degree with 2+ years of technical support experience in a customer-facing role or 6+ years of technical support experience in a customer-facing role.
• Experience providing technical support in a customer-facing environment.
• Working knowledge of the software and/or transportation industry preferred.
• Intermediate knowledge of Microsoft Office Suite.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.