Overview
The Software Support Specialist reports to the IT Manager and plays a critical role in ensuring customer satisfaction related to the use of software applications. This position serves as a key liaison between the Tier 1 Technical support team and software product stakeholders, providing expert-level technical support when issues are escalated.
The Specialist works directly with customers and internal IT teams to diagnose, troubleshoot and resolve complex application issues. Responsibilities include in-depth technical knowledge, product and usage guidance, root cause analysis, escalation management, and timely customer communication. This role requires the ability to independently assess reported technical issues using diagnostic tools; determine likely cause and implement effective resolutions within defined service level agreements (SLAs).
This individual must understand system interdependence to minimize service disruption and customer impact. The role also partners with stakeholders to develop and refine standard operating procedures and evaluate new tools and solutions aligned with industry best practices.
Responsibilities
- Maintains end-to-end ownership of the ticket through its lifecycle, including full participation in the Major Incident Management process.
- Manages policies and procedures for Tier 1 triage, and stakeholder communication process.
- Provides escalated technical triage and resolution support for all calls.
- Troubleshoots complex customer issues using in-depth product and system knowledge.
- Collaborates with the Tier 1 Specialist for effective ticket management.
- Analyzes cases to identify recurring issues, trends and improvement opportunities.
- Develops and maintains lessons-learned documentation and workaround logs.
- Produces planned reports, management summaries and KPIs metrics.
- Develops, maintains, and enhances centralized knowledgebase and technical documentation to support troubleshooting, the resolution of end-user issues, and guidance for Tier 1 support.
- Performs timely diagnosis and ongoing issue management to meet or exceed defined SLAs, resolving incidents wherever possible.
- Works closely with stakeholders and developers to drive incident resolution and long-term fixes.
- Provides occasional after-hours or on-call support as needed.
This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities, and working conditions associated with this position. All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.
Qualifications
- Bachelor’s degree in Information Services or equivalent is required.
- Minimum 5 years of experience in application software or IT customer support.
- Strong interpersonal skills with the ability to collaborate with cross-functional teams and interact with technical and non-technical stakeholders.
- Demonstrated ownership of customer issues, advocating for resolution, and the ability to handle challenging customer conversations.
- Highly motivated, energetic, self-starter, passion for technology and customer success.
- Experienced managing and strengthening the relationship between technical support and the business teams.
- Solid understanding software application environments, platforms, and end-user devices.
- Hands-on experience supporting Microsoft Windows, SQL Databases, web-based applications, working knowledge of networking concepts and technologies.
- Working knowledge of ITIL principles, particularly in Service Operation.
- Experience moderating technical support forums and using chat-based support technologies; live agent chat experience is a plus.
- Knowledge of customer relations management platforms such as SalesForce.
- Exposure to Microsoft cloud technology and support is a plus.
- Strong organizational and customer service skills required to support for web-based commercial software.
Equal Opportunity Field
We offer a comprehensive benefit package. For a complete overview of our benefits package, please visit our Joint Commission Career Page
We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.
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