Job Overview:
ACEware Systems is seeking a highly motivated and customer-focused Software Support Specialist to join our dynamic team. As a Software Support Specialist, you will be responsible for providing exceptional technical support to our clients using ACEware's software solutions. This role involves troubleshooting software issues, assisting with software installations and upgrades, and ensuring our clients receive prompt resolutions to their technical inquiries. You’ll be supporting customers using our existing products as well as working with the team on a new product launch built in the AWS cloud!
This is a remote position, and the hours you will be expected to work are 8:00am – 5:00pm (central time). A computer and any necessary software programs will be provided to you.
Responsibilities:
- Provide timely and effective technical support via phone, email, and remote assistance to clients experiencing software-related issues.
- Diagnose and troubleshoot software problems, identify root causes, and implement solutions to resolve technical issues.
- Guide clients through software functionalities, best practices, and troubleshooting steps to optimize their use of ACEware Systems' products.
- Collaborate with internal teams, including developers and product managers, to escalate and resolve complex technical issues.
- Assist in testing new software releases and updates to ensure quality and functionality to meet client expectations.
- Document support interactions, solutions provided, and maintain accurate records in our support ticketing system.
- Proactively identify opportunities to improve client satisfaction and provide feedback to enhance our products and services
Qualifications:
- Associate or Bachelor's degree in Information Technology, or a related field; or equivalent work experience.
- Proven experience (1 year or more) in a technical support role, preferably in software support or IT support.
- Strong proficiency in troubleshooting software issues and providing technical solutions.
- Excellent communication skills, both verbal and written, can explain technical concepts to non-technical users.
- Customer-focused mindset with a passion for delivering exceptional service and support.
- Ability to work independently and collaboratively within a team-oriented environment.
- Familiarity with IT tools such as Jira
- Familiarity with the following is a plus: relational databases, HTML, CSS, Javascript, basic programming concepts.
- Familiarity with AWS.
- Must be able to pass a Background check.
Preferred Qualifications:
- Have AWS Cloud Practitioner certification or gain certification within 1 year of employment.
- Proficiency in relational databases, HTML, CSS, Javascript, Typescript, basic programming concepts.
Benefits:
- This is a 100% remote position.
- Comprehensive benefits package including health and dental insurance.
- Unlimited PTO plan and 10 holidays per year.
- 401k retirement savings plan with company match.
- Opportunities for professional development and career growth within a leading software solutions provider.
Join ACEware Systems and become part of a dedicated team committed to supporting educational institutions with innovative software solutions. We look forward to welcoming you aboard!
Job Type: Full-time
Pay: $42,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 1 year (Required)
Work Location: Remote