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!

Job Summary:

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.Responsibilities:

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

Qualifications/

Essential Job Functions:

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 Essential Job Functions/Physical and Other Requirements:

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 sit for long periods of time at a desk occasionally moving, standing, and walking.

Requires rapid use of arms, hands, or fingers, in handling or manipulating objects, tools, and/or instruments requiring fine eye-hand coordination.

Work environment is composed of moderate noise (examples: business offices with computers and printers, light traffic)
Occasional travel of less than 10% may be required.

Lifting and carrying 10-20 pounds frequently

Communication in person, over the phone and in virtual meeting settings

Must be willing to fill a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hours

Our Company:

As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of…