Software Support Specialist

Are you looking to kickstart your career? Do you have technical writing experience to create documentation? Then look no further than joining our team! Our company has won awards for being a top place to work in Utah for the past 5 years running! Come see why our teams love to work here!

This is a full time opportunity and would be eligible to receive our whole host of benefit offerings that include health, dental, vision, legal, and pet insurance, PTO, 401K and company matching, holidays, a hybrid work schedule, and more!

The Software Support Specialist will provide software support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients in terms of the use, functionality, and understanding of our products and databases. You will learn how to ensure timely resolution of client software issues through analysis and functionality troubleshooting using multiple knowledge bases, best practice communication, team coordinated testing, and other available tools for resolving issues.

The Software Support Specialist is expected to continually grow and expand knowledge of the product. This role operates on a hybrid work model based in Salt Lake City, Utah, USA.

• Responds to client support requests via phone, email, and chat with clear, professional communication
• Uses the company’s client management system to create, track, and/or update details on the specifics of client issues
• Participates in 24/7 On-Call phone rotation
• Responsibly communicates with all parties involved in issue resolutions to meet and manage client expectations
• Submits client issues to team managers or supervisors for resolution as appropriate
• Works on critical, highly complex customer problems that will span multiple applications and environments
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Support Community
• Participates in Coaching 1-on-1 sessions with Department Supervisor
• Provides expert SQL-related assistance to customers, resolving issues efficiently and effectively
• Collaborates with the development team to communicate customer feedback and identify potential product enhancements
• Troubleshoots application deployments, recreating customer issues
• Documents SQL-related customer queries, issues, and resolutions to create a knowledge base for future reference
• Continuously updating their SQL knowledge to stay current with industry best practices and emerging technologies
• Attends and participates in team meetings
• Works effectively both independently and in a team-oriented environment
• Assists in training new Software Support Specialists in proper resolution techniques
• Provides limited hardware and operating system support
• All other duties as assigned

• 1–2 years in technical support, software support, or IT operations required
• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus
• Technical writing experience, ideally creating support documentation for software products, is preferred
• Exceptional ability to simplify complex technical concepts and workflows into clear, concise, and engaging communication is preferred
• Excellent interpersonal skills
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Experience working with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office
• Knowledge and understanding of software development tools a plus

• Responding in a professional and timely manner to efficiently resolve client issues
• Use and maintain documentation and company information library for the accurate and up to date resolution of identified issues
• This is a typical office job that requires the ability to…