Software Support Specialist

The Software Support Specialist provides first- and second-level technical support for enterprise software applications used by faculty, staff, and students across Stanbridge University. This role serves as a primary point of contact for resolving software issues, supporting enterprise applications, and delivering an exceptional customer service experience.

Working collaboratively with Information Technology, Academic Operations, Student Services, and third-party vendors, the Software Support Specialist helps ensure that enterprise applications remain reliable, accessible, and aligned with institutional needs through technical support, knowledge management, and continuous improvement.

Role Focus: This position is primarily focused on software support, application troubleshooting, knowledge management, technical documentation, user training, and customer service within the University's enterprise technology environment.

This role is NOT remote or a Business Analyst. This is end user support.

• Provide first- and second-level technical support for enterprise software applications through phone, email, chat, remote support tools, and in-person assistance.
• Troubleshoot software functionality, user accounts, application configuration, permissions, workflow issues, and system errors while providing timely resolution.
• Document customer interactions, troubleshooting activities, and issue resolutions within the University's ticket management system.
• Create, maintain, and continuously improve internal support documentation, knowledge base articles, FAQs, and end-user guides to promote self-service and consistent support practices.
• Translate technical solutions into clear, concise, and user-friendly documentation for technical and non-technical audiences.
• Deliver user training and guidance to faculty, staff, and students to promote the effective use of enterprise software applications.
• Contribute to the University's Knowledge-Centered Service (KCS) practices by documenting new solutions, updating existing content, and improving knowledge resources.
• Escalate complex technical issues to internal technical teams, software vendors, or third-party support providers as appropriate.
• Meet established service level agreements (SLAs) while maintaining a high level of customer satisfaction.
• Identify recurring issues and recommend process improvements that improve efficiency and reduce support volume.
• Assist with software implementations, upgrades, testing, validation, and user acceptance activities.
• Support enterprise applications including Learning Management Systems (LMS), Microsoft 365, identity management solutions, and other institutional software platforms as assigned.
• Partner with cross-functional departments to improve software adoption, operational efficiency, and the overall user experience.
• Participate in departmental meetings, training activities, and professional development opportunities.
• Provide excellent service to students, faculty, staff, administrators, and external technology partners.
• Perform additional duties as assigned.

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or an equivalent combination of education and experience.
• Minimum of two (2) years of experience providing software support, application support, technical support, or help desk support.
• Experience supporting cloud-based (SaaS) software applications.
• Experience working with ticket management systems such as Zendesk, Jira Service Management, Freshdesk, Service Now, Salesforce Service Cloud, or similar platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Outstanding customer service skills with the ability to communicate effectively with technical and non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.

• Experience supporting Learning Management Systems (Canvas, Blackboard, Moodle, D2L Brightspace, or similar platforms).
• Knowledge-Centered Service (KCS) experience or certification.
• Demonstrat…