Software Support Specialist

Position Title: Software Application Specialist
Location: Hybrid • Poughkeepsie Office - Poughkeepsie, NY 12601; Latham Office - Latham, NY 12110; Middletown Office - Middletown, NY 10941
Salary Range: $60,000.00 - $70,000.00 Salary

Overview

Salary Range $60,000.00 - $70,000.00 Salary Position Type Full Time

Software Application Specialist

As a Software Application Specialist, you’ll be the go-to resource for helping employees get the most out of the technology that powers our business. You’ll solve problems, simplify complex technology, provide hands-on training, and help employees work more efficiently across our core applications. You’ll also have the opportunity to research new features and solutions, test system enhancements, create helpful resources, and identify smarter ways to use technology. If you’re naturally curious, enjoy solving problems, and like helping people turn technology into practical solutions, this role offers the opportunity to make a real impact every day.

This role will be based out of Marshall+Sterling’s Poughkeepsie Office, with the expectation of being able to travel to other offices as needed, including Middletown and Latham.

• Provide day-to-day support for core business applications, including AMS360, BenefitPoint, ImageRight/WorkSmart, Salesforce, Microsoft 365/Office applications, Claude and other approved AI tools, as well as other insurance and business applications.
• Provide help desk support via phone and email, troubleshoot application issues, respond to employee questions, and ensure timely follow-up on support tickets.
• Configure and administer applications, including user setup, permissions, adding and updating brokers, companies, and employees, and supporting system upgrades, releases, integrations, and other system changes.
• Develop and deliver user training, webinars, recordings, guides, procedures, and quick-reference materials to help employees effectively use core systems and applications.
• Participate in quality assurance and testing of software releases, updates, and system changes to identify and report issues before they impact end users.
• Identify opportunities to standardize processes, streamline workflows, and improve the efficiency and effectiveness of business applications and technology solutions.
• Collaborate with internal IT resources and external vendors to escalate and resolve complex issues while applying an understanding of insurance agency workflows and how technology supports business processes.
• Travel between company locations as needed to provide on-site application support, training, and assistance to employees.

Qualifications

• Experience supporting business applications, software platforms, or similar technology solutions preferred.
• Strong proficiency with Microsoft 365, including Outlook, Word, Excel, and related productivity tools.
• Strong problem-solving skills with the ability to troubleshoot issues logically and independently.
• Strong communication and presentation skills, with the ability to train and support both technical and non-technical users.
• Familiarity with AI tools such as ChatGPT, Claude, Microsoft Copilot, and automation platforms.
• Insurance licenses are a plus. Please include any current licenses with your application.

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Compensation details: 60000-70000

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