Software Support Specialist

Core responsibilities of the position include, but are not limited to, the following:

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Technical phone   support to customers

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Documentation of all customer communication through internal ticketing system, Team Support.

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Diagnosing software issu es   and b ugs,   p e rforming a ppropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.

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Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications

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Learning, understanding,   imp lementi ng   and training on a variety of software applications

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Identification and communication of   additional   r evenue streams/opportunities

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Providing regular and timely status reports and progress of assi gned wor k to the Manager of Support Services

Essential Qualifications:

The desired candidate m ust poss ess a high level of initiative, a ptitude   and   energy   in   order to   succeed in a fast-paced environment. We also   desire   several of the following attributes:

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1-2 years c ustomer   service experience in a technical environment   required

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Experience working within or as a vendor f or local   government tax appraisal, assessment and collection groups a plus

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Familiarity with using CRM Platforms to document all customer communication

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History of use with Microsoft 365, Teams, and VOIP systems preferred

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Demonstrated ability to leverage AI-assisted tools to improve research, docum entatio n, troubleshooting, and overall productivity.

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Ability to identify customer business challenges and communicate opportunities for p rocess impr ovement, automation, or AI-driven solutions.

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Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.

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Ability to   analyze   custo mer   workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.

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Strong organizational skill s wit h the ability to prioritize competing demands while maintaining attention to detail.

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Commitment to continuous learning and adoption of emerging technologies and best practices.

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Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.

Salary range: $65,000 - $75,000 USD per year.