Role Overview

Serve our users by providing prompt assistance with Software help requests, collaborating with engineering on complex problems, developing accessible documentation, managing configurations, and fostering trust through consistent, transparent communication.

Core Functions

• Serve as the face of the Software support team, delivering exceptional customer service and first point of contact; respond promptly, communicate clearly, and represent the software team with professionalism and care.
• Troubleshoot issues by replicating and isolating root causes; consolidate and escalate to engineering for smooth handoffs and timely, accurate resolution.
• Create and steward online documentation and tutorials that provide helpful resources to users and streamline future support efforts.
• Use the ticketing software to manage issue tracking; update statuses and communicate with impacted customers.
• Ensure user satisfaction by offering support beyond initial resolution: build trust, foster positive experiences, and address any follow-up needs.

Required Skills & Qualifications

• High School Diploma

Preferred Skills & Qualifications

• Associates or bachelor’s degree in computer science or other technical field.
• Experience in technical writing or curriculum development.
• Experience in on-demand customer service

Work Environment & Physical Requirements

• Office environment.
• Vision for near, mid-range and far as well as hearing for low, medium, and high pitch.
• Superior communication skills with co-workers, customers, trade partners and vendors.
• Requires physical ability for standing, sitting, crouching, kneeling, frequent walking, reaching above head and below waist.
• Must have a current and valid driver’s license and must be able to be insured by company fleet insurance.
• To be considered for this position, you must be at least 18 years old in accordance with company policies and applicable labor laws
• Must be able to perform all job expectations safely with or without reasonable accommodations.
• Ability to lift 5 – 20 pounds.

Hours & Schedule

• 40 hours per week (8am-5pm, M-F)
• Minimal travel required for company events and inter-region collaboration.

Benefits

• Comprehensive Employee Benefit Package
• Employer-Paid Life, AD&D, LTD Insurance
• Enrolled into ESOP (Retirement Benefits)
• Paid Time Off Policy
• Company-issued Cell Phone
• Company Training Opportunities
• Company-Sponsored Vision Trips