Software Support Specialist - Level 1
Skills
Domain Name SystemEnglishFederal LawManagement Information SystemsProduction SupportSoftware SupportTechnical Application
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum one year in a fast-paced support role with written documentation
- Strong customer service critical thinking and English communication skills
- Ability to balance shifting priorities and manage time effectively
- Willingness to work designated or flexible shifts in a 24/7 365-day environment
- Ability to explain technical information clearly to end users
- College degree with 1-2 years related experience or Associate degree with 3-4 years related experience or High School diploma with 4-6 years related experience
- Experience with external customer communications written or oral
- Self-learning and research skills
- Ability to stay calm and customer focused with frustrated users
- Ability to work successfully as part of a team
Nice to have
- Detail oriented
- Analytical
- Customer focused
- Calm under pressure
- Team oriented
Day to day
- Provide Tier 1 support to customers and internal users through email phone and web-based channels
- Troubleshoot technical and navigational issues for proprietary systems and accurately document defects and resolutions
- Investigate reported problems reproduce system behavior and escalate unresolved issues to Tier 2 while maintaining clear communication with end users
- Create update and close support tickets with detailed notes and ensure compliance with ticketing requirements
Hiring process
- Complete an application
- Attend at least one in-person interview