Software Support Specialist

Job summary

The Software Support Specialist provides Level 2 and 3 technical assistance for document management solutions and resolves software issues using internal ticketing tools. They also collaborate with development and QA teams while maintaining knowledge base articles to support customers and resellers.

Job details

Square 9 is a leading provider of AI-driven intelligent information management solutions that simplify document-driven processes. Our award-winning generative AI-powered platform removes the frustration of extracting data from documents, forms, and all external sources, so customers can harness the full power of their information. With a customer-first mindset, we empower organizations to work smarter, faster, and more efficiently. As a Software Support Specialist at Square 9, you will be an integral part of our dedicated support team, providing Level 2 and 3 assistance for customers and resellers deploying innovative document and content management solutions. This entry-level role demands strong communication skills, technical aptitude, and a passion for problem-solving as you troubleshoot software issues and liaise with internal teams. You will gain hands-on experience with Microsoft .Net-based technologies and have opportunities for career development in both technical specialist and management tracks. Responsibilities ● Provide customer support for deployment and usage-related software issues ● Resolve and troubleshoot software problems using custom internal ticketing tools ● Collaborate with development and QA teams on issue resolution ● Author and maintain knowledge base articles on common service issues ● Manage multiple support projects with attention to detail ● Communicate effectively with customers and internal teams Required Qualifications ● Entry-level experience in technical support or customer-facing roles ● High School Diploma or equivalent ● Strong verbal and written technical communication skills ● Proficiency with Windows platform infrastructure (ASP.Net, IIS, Message Queuing, Authentication) ● Demonstrated customer service and problem-solving abilities Preferred Qualifications ● Experience with SQL Server and database management ● Ability to build consultative relationships with customers and resellers ● Comfort with public speaking and presentations ● Self-starter with strong organizational skills ● Criminal Background Check Required

What you’ll do

The Software Support Specialist provides Level 2 and 3 technical assistance for document management solutions and resolves software issues using internal ticketing tools. They also collaborate with development and QA teams while maintaining knowledge base articles to support customers and resellers.

Requirements

Candidates must have entry-level experience in technical support or customer-facing roles and a high school diploma or equivalent. Proficiency with Windows platform infrastructure and strong verbal and written communication skills are required.

Listed skills

• Technical Support · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Communication Skills · Preferred
• Troubleshooting · Preferred
• Technical Documentation · Preferred
• Project management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Customer service
• Problem-solving
• Windows platform infrastructure
• ASP.Net
• IIS
• Message Queuing
• Authentication
• SQL Server
• Database management
• Communication skills
• Troubleshooting
• Technical documentation
• Project management
• Database Management
• Self-Starter
• Generative Artificial Intelligence
• Organizational Skills
• ASP.NET
• .NET Framework
• Artificial Intelligence
• Technical Support
• Authentications
• Customer Support
• Management
• Customer Service
• Communication
• Content Management
• Public Speaking
• Innovation
• Information Management
• Problem Solving
• Presentations
• Safety Assurance
• SQL (Programming Language)
• Technical Communication
• Troubleshooting (Problem Solving)
• Technical Acumen
• Detail Oriented

Job areas

• Customer Service & Support
• Software
• Technology
• Software Support Specialist
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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