Software Support Specialist

Software Support Analyst

Location: Pinch A Penny - 15400 62nd Street N, Clearwater, FL 33760

Our generous benefits package includes:

• Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs
• 401 (k) with generous company match
• Eligible for Paid Time Off and 8 paid holidays (NOTE: PTO increases with tenure!)
• 100% employer paid Life Insurance and Long-Term Disability Insurance
• Paid Parental Leave
• Fully Funded Tuition Education Programs
• Employee Stock Purchase Plan
• Excellent career advancement and training opportunities to support your career growth
• Employee Discounts and much more!

What to Expect?

A skilled and customer-oriented Software Support Specialist. As a Software Support Analyst, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

On a daily basis our Software Support Specialist:

• Provide technical support: Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction.
• Troubleshoot software problems: Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively.
• Document support activities: Maintain accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.
• Collaborate with cross-functional teams: Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.
• Conduct software testing: Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications.
• Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users.
• Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.
• Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise.
• Customer relationship management: Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process.
• Proactively contribute to improvement: Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions.

What You Will Need:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven work experience as a Software Support Analyst or a similar role, with a focus on troubleshooting software applications.
• Strong technical skills: Proficiency in diagnosing and resolving software-related issues.
• Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions.
• Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form.
• Customer-centric mindset: Empathy, patience, and dedication to delivering exceptional customer service.
• Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment.
• Familiarity with ticketing systems, support tracking tools, and knowledge base platforms.
• Experience in software testing or quality assurance is a plus.

Looking to work for the best in the industry? Since opening its first store in 1975, Pinch A Penny, A POOLCORP Company, has become the largest franchised retail pool, patio and spa company. This first store evolved into a full-time, full-service retail pool supply store offering everything needed to operate and enjoy a swimming pool or spa. With our rapid growth we have been able to hire over 300 employees from Marketing directors, sales associates to machine operators and maintenance mechanics. We are proud to serve our community and be an employer of choice. We believe in recognizing our employees for their hard work and encourage work-life balance.

Why join PINCH A PENNY? Pinch A Penny, a POOLCORP Company is the premier destination for all your swimming pool and backyard needs. With over 280 stores and expanding, we are the nation's largest swimming pool retail, service, and repair franchise. Our relentless dedication to excellence drives us to bring people together through the joy of pools, spas, and the backyard experience. Join us on this exciting journey as we continue to grow, innovate, and set new standards in the swimming pool industry.

Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply! Currently, POOLCORP has over one hundred and twenty military personnel serving on our team. We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions.

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized.

POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer – By Choice. The Company understands, respects, and values diversity – unique styles, experiences, identities, ideas, and opinions – while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.