Software Support Specialist

Come build your career. It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 48,000 diverse and high‑performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

Dublin, OH, United States

As a Software Support Specialist, you’ll be part of our Tools & Outdoor team working as a remote employee. You’ll get to:

• Answer on average 24 inbound calls per day from Franchisees and Customers
• Work productively, efficiently, and effectively in a virtual, home office environment
• Utilize internal systems such as Windows OS and PC hardware / AS400 / Web / Customer Relationship Management / Intranet and Internet systems, as well as SQL and Mongo; familiarity with Flutter is a plus
• Diagnose and resolve issues over the phone; utilize shareware programs to direct‑connect remotely to a caller’s PC to assist with repairs and updates
• Test software in advance of new version updates
• Learn current and previous Point of Sale software (MBA) to assist Franchisees during platform transitions
• Service customers outside of normal business hours during rotating on‑call responsibilities (approximately 1 time per month)
• Administer accounts on Intranet sites providing users with access
• Handle complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically, and respond in a professional way
• Quickly interpret customer, product, and shipment information and demonstrate strong customer service skills while on the phone

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Advanced experience working with Windows operating systems (Windows 10/11) and PC hardware and experience with Remote PC sharing/support tools; remote sharing and control required
• Experience with proprietary software or demonstrated ability to learn software applications quickly
• Experience using SQL tools/environments (ex: SQL Management Studio) and comfort working around databases (not as a developer, but as a support professional)
• Strong customer service skills (phone and written) and superior follow‑up habits
• Excellent communication skills, including the ability to explain technical steps clearly and succinctly to non‑technical users
• Patience and professionalism when coaching Franchisees and Customers through troubleshooting steps multiple times when needed

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well‑being.
• Discounts on Stanley Black & Decker tools and other partner programs.

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow:
  Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths
• Learn:
  Have access to a wealth of learning resources, including our digital learning portal.
• Belong:
  Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences
• Give Back:
  Help us continue to make positive changes locally and globally through volunteerism,…