Technical Support Specialist
Ideal Software Systems, Inc.
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Benefits offered by this job
Job summary
Ideal Software Systems, Inc. is seeking a Technical Support Specialist in Meridian, Mississippi, to provide exceptional customer support and technical assistance post-implementation. This role involves troubleshooting and resolving issues related to software and hardware solutions, ensuring clients maximize their investment in technology.
Ideal candidates enjoy problem-solving and possess strong communication skills, with the potential to advance within the company. Experience in customer service and technical support is essential for success in this position.
Qualifications
- Excellent verbal and written communication skills.
- Strong troubleshooting and problem-solving abilities.
- Customer service or customer support experience.
- Working knowledge of Windows operating systems.
- Basic networking knowledge including TCP/IP, LAN/WAN, and wireless networking.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and documentation skills.
Responsibilities
- Provide professional and timely support via phone, email, chat, and remote assistance tools.
- Troubleshoot software, hardware, payment processing, and operational issues.
- Document customer interactions, troubleshooting steps, and resolutions within support systems.
- Manage support tickets to ensure timely response and resolution.
- Diagnose and resolve software configuration issues.
- Assist customers with system setup and configuration changes.
- Guide customers through system functionality and best practices.
- Prioritize and manage multiple support requests simultaneously.
Skills
Education
Tools
Job description
Ideal Software Systems is seeking a customer-focused and technically skilled Technical Support Specialist to join our Customer Support team. This role serves as a primary point of contact for customers after implementation, providing technical assistance, troubleshooting, training, and ongoing support to ensure customers maximize the value of their software and hardware solutions. The Technical Support Specialist works directly with customers via phone, email, remote support sessions, and ticketing systems to diagnose issues, resolve technical problems, answer operational questions, and deliver an exceptional support experience. This position combines technical troubleshooting, customer service, product expertise, and problem-solving to help customers maintain efficient business operations. The ideal candidate enjoys helping others, solving technical challenges, building customer relationships, and working collaboratively with internal teams to drive successful customer outcomes.
- Work with industry-leading software and payment technologies
- Develop expertise in business operations, software systems, and payment processing
- Collaborate with customers across North America
- Gain experience in customer success, technical support, and software operations
- Advance into senior support, training, implementation, customer success, or leadership roles
- Provide professional and timely support via phone, email, chat, and remote assistance tools.
- Troubleshoot software, hardware, payment processing, and operational issues.
- Document customer interactions, troubleshooting steps, and resolutions within support systems.
- Manage support tickets to ensure timely response and resolution.
- Diagnose and resolve software configuration issues.
- Assist customers with system setup, configuration changes, and operational workflows.
- Troubleshoot network connectivity, workstation, peripheral, and payment device issues.
- Escalate complex issues to senior technical resources when appropriate.
- Guide customers through system functionality and best practices.
- Provide refresher training and operational assistance.
- Assist customers with new features, upgrades, and software enhancements.
- Create and maintain customer-facing documentation and knowledge base content.
- Prioritize and manage multiple support requests simultaneously.
- Track issue resolution progress and maintain customer communication.
- Ensure accurate documentation of customer issues and resolutions.
- Identify recurring issues and recommend process improvements.
- Partner with Implementation, Development, Product, and Operations teams to resolve customer issues.
- Participate in product testing and feedback initiatives.
- Share knowledge and best practices across support teams.
- Contribute to continuous improvement of support processes and customer satisfaction initiatives.
- Excellent verbal and written communication skills
- Strong troubleshooting and problem-solving abilities
- Customer service or customer support experience
- Working knowledge of Windows operating systems
- Basic networking knowledge including TCP/IP, LAN/WAN, and wireless networking
- Ability to manage multiple priorities in a fast-paced environment
- Strong organizational and documentation skills
- Experience supporting software applications
- Experience in a call center or technical support environment
- Familiarity with POS systems or payment processing technologies
- Knowledge of SQL or database concepts
- Experience using CRM, ticketing, or help desk systems
- Associate or Bachelor's degree in Information Technology, Business, or related field
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