Software Support Specialist

Are you looking to kickstart your career? Do you have technical writing experience to create documentation? Then look no further than joining our team! Our company has won awards for being a top place to work in Utah for the past 5 years running! Come see why our teams love to work here!This is a full time opportunity and would be eligible to receive our whole host of benefit offerings that include health, dental, vision, legal, and pet insurance, PTO, 401K and company matching, holidays, a hybrid work schedule, and more!Job Summary:The Software Support Specialist will provide software support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients in terms of the use, functionality, and understanding of our products and databases. You will learn how to ensure timely resolution of client software issues through analysis and functionality troubleshooting using multiple knowledge bases, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product. This role operates on a hybrid work model based in Salt Lake City, Utah, USA.Responsibilities:Responds to client support requests via phone, email, and chat with clear, professional communicationUses the company’s client management system to create, track, and/or update details on the specifics of client issuesParticipates in 24/7 On-Call phone rotationResponsibly communicates with all parties involved in issue resolutions to meet and manage client expectationsSubmits client issues to team managers or supervisors for resolution as appropriateWorks on critical, highly complex customer problems that will span multiple applications and environmentsCreates or enhances documentation throughout the support processContributes to company knowledge library and/or Support CommunityParticipates in Coaching 1-on-1 sessions with Department SupervisorProvides expert SQL-related assistance to customers, resolving issues efficiently and effectivelyCollaborates with the development team to communicate customer feedback and identify potential product enhancementsTroubleshoots application deployments, recreating customer issuesDocuments SQL-related customer queries, issues, and resolutions to create a knowledge base for future referenceContinuously updating their SQL knowledge to stay current with industry best practices and emerging technologiesAttends and participates in team meetingsWorks effectively both independently and in a team-oriented environmentAssists in training new Software Support Specialists in proper resolution techniquesProvides limited hardware and operating system supportAll other duties as assignedQualifications/Essential Job Functions:1–2 years in technical support, software support, or IT operations requiredPrevious experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plusTechnical writing experience, ideally creating support documentation for software products, is preferredExceptional ability to simplify complex technical concepts and workflows into clear, concise, and engaging communication is preferredExcellent interpersonal skillsEffective decision making and problem-solving skills involving troubleshooting basic to moderate issuesStrong organizational skillsEffective analytical ability, particularly in a technical environmentExcellent written and verbal communication skillsBasic knowledge and understanding of database structures including fields, tables, views, database objects, etc.Experience working with relational databases or SQL preferred.Knowledgeable with Microsoft OfficeKnowledge and understanding of software development tools a plusEssential Job Functions/Physical and Other Requirements:Responding in a professional and timely manner to efficiently resolve client issuesUse and maintain documentation and company information library for the accurate and up to date resolution of identified issuesThis is a typical office job that requires the ability to sit for long periods of time at a desk occasionally moving, standing, and walking.Requires rapid use of arms, hands, or fingers, in handling or manipulating objects, tools, and/or instruments requiring fine eye-hand coordination.Work environment is composed of moderate noise (examples: business offices with computers and printers, light traffic)Occasional travel of less than 10% may be required.Lifting and carrying 10-20 pounds frequentlyCommunication in person, over the phone and in virtual meeting settingsMust be willing to fill a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hoursOur Company:As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah. We offer a comprehensive benefits package including medical, dental, and matching 401(k) programs, etc.Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Priority Dispatch System approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA software, as well as a card-set version, AQUA quality improvement software, training, consulting, and Academy accreditation support. Employment Opportunity Employer Click here to view the Federal EEO poster: #J-18808-Ljbffr Medical Priority Consultants Inc