Looking for 2-3 Software Support Specialists to join a fast growing start up to support our software platform. This role combines problem-solving with customer service to ensure our government and agency clients can maximize their efficiency and utility from our software solutions.
Key Responsibilities:
Serve as the primary point of contact for support, managing and resolving client support tickets in a timely manner
Analyze, troubleshoot, and document software issues reported by agency users
Collaborate with the engineering team to report software bugs
Maintain and expand the support documentation library based on common user questions and needs
Identify patterns in user inquiries to suggest product improvements and documentation updates
Required Qualifications:
Strong problem-solving skills and ability to quickly learn new software
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
Experience in customer service or support
Strong documentation skills and attention to detail
Ability to prioritize and manage multiple support requests efficiently
Preferred Qualifications:
Experience working with government agencies or fire prevention programs
Background in GIS, forestry, or fire prevention
Previous experience with support ticket management systems