Job Description
Job DescriptionWe are looking for a Software Support Specialist to deliver responsive technical assistance for a SaaS environment and help users get the most value from the platform. This Contract position is based in Yulee, Florida, and is ideal for someone who enjoys solving application issues, guiding customers through configuration questions, and working across teams to improve the support experience. The role blends hands-on troubleshooting with documentation, user enablement, and close coordination with product and engineering partners.
Responsibilities:
• Provide first- and second-level support for customers using the company’s cloud-based software, addressing functional and technical questions in a timely manner.
• Investigate application errors, access concerns, configuration challenges, and performance-related issues to restore normal system use.
• Record support activity thoroughly in the case management system, including findings, corrective actions, and repeatable troubleshooting steps.
• Route advanced or unresolved problems to the appropriate internal teams while supplying clear diagnostic details to speed resolution.
• Replicate customer-reported issues and collect relevant evidence to support deeper analysis and root cause identification.
• Manage incoming ticket volume proactively and prioritize work to maintain agreed response and resolution targets.
• Help users during onboarding and setup while advising on effective platform usage and configuration best practices.
• Validate bug fixes, product updates, and new releases to confirm expected behavior before or after deployment.
• Develop and update knowledge articles, user guides, and support documentation to improve self-service resources.
• Partner with product and engineering stakeholders to identify recurring trends, recommend improvements, and deliver user training on platform capabilities.• At least 2 years of experience in software support, application support, technical support, or a help desk setting.
• Background supporting SaaS, browser-based, or cloud-delivered applications.
• Demonstrated ability to troubleshoot issues methodically and resolve technical problems efficiently.
• Working knowledge of SQL for investigating data-related questions and support cases.
• Familiarity with ticketing or service management platforms such as Jira, Zendesk, Freshdesk, ServiceNow, or comparable tools.
• Experience supporting Windows-based and web applications.
• Strong written and verbal communication skills with the ability to document clearly.
• Customer-focused approach and the ability to explain technical information to non-technical users.