Support Specialist

• Serve as a primary point of contact for customer Technical Support requests
• Troubleshoot application, user access, workflow, and configuration issues using established procedures and documentation
• Document troubleshooting steps, findings, customer communications, and resolutions within support tickets
• Meet or exceed established SLA response and resolution targets
• Take ownership of assigned tickets and proactively drive them toward resolution
• Communicate professionally with customers and provide timely status updates
• Monitor ticket queues and prioritize work based on urgency and customer impact
• Follow security and privacy procedures when handling customer information
• Participate in team meetings, knowledge sharing, and ongoing training initiatives
• Contribute to internal knowledge base articles and process improvements
• Perform additional support duties as assigned
• Provide first-line technical support for Visual Vault's cloud-based document management, workflow automation, electronic forms, case management, and content-management platforms

• 2+ years of customer-facing Technical Support experience
• Experience supporting web-based applications
• Strong written and verbal communication skills
• Excellent troubleshooting and analytical abilities
• Ability to manage multiple priorities
• Ability to work independently while collaborating effectively within a team
• Experience using ticketing systems
• Ability to consistently work an assigned evening shift
• Professional, patient, and empathetic approach when working with customers
• Must be able to work in the Tempe, Arizona office during training and initially
• Experience supporting a web-based SaaS platform is preferred

Demonstrates expertise in providing technical support for web-based applications and SaaS platforms, with a strong focus on troubleshooting, customer communication, and process improvement. Capable of managing multiple priorities while maintaining a professional and empathetic approach to customer interactions.

• Technical Support Experience
• Troubleshooting Skills
• Web-Based Application Support
• Ticketing Systems Experience
• Strong Communication Skills

• Troubleshooting
• Analytical Abilities
• Workflow Automation
• Document Management
• Case Management
• Content Management
• SaaS Platform Support
• Configuration Issues Resolution
• User Access Management
• Process Improvement

• Professional Communication
• Empathy
• Patience
• Collaboration
• Independence

• Customer Support
• Technical Support
• SLA Targets
• Security Procedures
• Privacy Procedures

• Ticketing Systems
• Visual Vault