Technical Support Specialist

Judicial Systems, Inc; Birmingham (AL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in software development is seeking a Technical Support Specialist to provide exceptional customer service. You will be responsible for resolving Tier 1 software support issues, guiding customers through troubleshooting steps, and ensuring a positive experience. This role requires excellent communication skills and the ability to manage multiple inquiries in a fast-paced environment.

Benefits

Comprehensive health insurance (medical, dental, and vision)

Generous paid time off

401(k) plan with company match

Qualifications

• 3+ years in customer service or support role, preferably in software.
• Excellent verbal and written communication skills.
• Strong problem-solving and troubleshooting abilities.

Responsibilities

• Provide friendly and efficient support via phone and email.
• Document customer interactions accurately in the support ticketing system.
• Escalate complex technical issues to Tier 2 support.

Skills

Communication

Problem Solving

Empathy

Tools

Customer Support Ticketing Systems

Job description

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As a Technical Support Specialist, you will be the first point of contact for our customers,

providing friendly and efficient support via phone and email. Your primary responsibility will

be to address basic software support inquiries, guide customers through common

troubleshooting steps, and ensure a positive customer experience. You will interact with

customers and stakeholders to resolve Tier 1 software support issues, escalating more complex

problems to higher-tier support as needed.

DUTIES AND RESPONSIBILITIES:

• Answer incoming customer support calls and emails promptly and professionally.

• Provide clear and concise instructions to help customers resolve common software

issues.

• Document customer interactions and troubleshooting steps accurately in our support

ticketing system.

• Identify and escalate complex technical issues to Tier 2 support, providing detailed

information for efficient resolution.

• Maintain a thorough understanding of our software products and services.

• Contribute to the creation and maintenance of a knowledge base for common

customer issues and solutions.

• Provide feedback to the team regarding frequently reported issues and customer

concerns.

• Maintain a positive and empathetic attitude when interacting with customers.

• Manage and prioritize multiple customer inquiries in a fast-paced environment.

• Manage and prioritize tasks and interruptions to minimize their impact on the current

deadlines and workload.

• Participate in an after-hours On-Call rotation.

QUALIFICATIONS:

● 3+ years of experience in a customer service or support role (preferably in a software or

technical environment).

● Excellent verbal and written communication skills.

● Strong problem-solving and troubleshooting abilities.

● Ability to explain technical concepts in a clear and understandable manner.

● Proficiency in using customer support ticketing systems.

● Basic understanding of software applications and web-based platforms.

● Ability to remain calm and professional in challenging situations.

COMPETENCIES:

• Attention to Detail: Ability to bring together different elements to achieve results or

accomplish tasks. This means ensuring information is complete and accurate; and

following up with others (on own work or that of others) to ensure that commitments

have been fulfilled.

• Organizational and Time Management: Ability to prioritize and complete multiple

tasks in a fast-paced, technical environment.

• Written Communication: Writes clearly and informatively. Edits work for spelling and

grammar. Varies writing style to meet the needs of different audiences.

• Verbal Communication: Speaks clearly and persuasively in positive or negative

situations. Listens and gets clarification. Responds well to questions Able to tailor

communications to different audiences.

• Ownership: Ability to work independently and manage multiple projects

simultaneously.

• Supportive Teammate: You are a dependable teammate who fosters a collaborative

environment. Your colleagues value you as an integral part of a supportive team.

• Customer Empathy: Ability to understand customer needs and provide a positive

BENEFITS:

We offer a competitive benefits package that includes comprehensive health insurance

(medical, dental, and vision), generous paid time off, and a 401(k) plan with a company match

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand

• Occasionally required to walk

• Frequently required to sit

• Frequently required to utilize hand and finger dexterity

• Occasionally required to climb, balance, bend, stoop, kneel or crawl

• Continually required to talk or hear

• Continually required to utilize visual acuity to operate equipment, read

technical information, and use a keyboard

• Occasionally required to lift/push/carry items less than 25 pounds

_____________________________________________________________________________

The above is intended to describe the general content of and requirements for the

performance of this job. It is not to be construed as an exhaustive statement of duties,

responsibilities or physical requirements.

Nothing in this job description restricts management’s right to assign or reassign duties and

responsibilities to this job at any time. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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