Software Support Specialist

Built on service. Powered by people. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next. The Software Support Specialist plays a key role on the Software Services Post Sales Team, supporting client implementations and ongoing software support. This person troubleshoots issues, manages support tickets, and helps clients get the most out of their document management and automation solutions. Success in this role requires strong communication, sound technical judgment, and a genuine interest in understanding how clients work. Responsibilities Respond to client support inquiries by phone, email, and ticketing systems, resolving both routine and complex technical issues. Configure and support document management and business process automation solutions based on client needs. Troubleshoot software, integration, and configuration issues using logs, tools, and documentation. Support both cloud-hosted SaaS environments and on-premise deployments. Assist with testing and supporting AI-assisted document processing and automation features. Maintain accurate documentation of client issues, resolutions, and system configurations. Provide training to end users and administrators on document management software. Partner with sales on pre-sales technical questions and solution scoping when needed. Escalate complex issues appropriately while keeping clients informed throughout the process. Qualifications & Experience Bachelor’s degree in Business, MIS, Computer Science, or equivalent practical experience. Solid understanding of Microsoft Windows operating systems, including Windows 10/11 and Windows Server 2016/2019/2022. Working knowledge of relational databases such as MSSQL and MySQL, including the ability to read and write basic queries. Understanding of general network infrastructure, including DNS, TCP/IP, firewalls, IIS, and web servers. Experience working with or supporting cloud and SaaS platforms. Strong client-facing communication skills with the ability to explain technical concepts to non-technical users. Comfort configuring and troubleshooting workflow and business process automation tools. Organized, detail-oriented, and able to manage multiple client issues simultaneously. High level of self-motivation with the ability to work independently and collaboratively as part of a team. Curiosity about AI, automation, and emerging document intelligence technologies. Results-oriented with a track record of following through on commitments. Nice to have: experience with document management platforms such as DocuWare, Laserfiche, or OpenText; exposure to intelligent document processing tools; experience supporting ERP or line-of-business system integrations; and familiarity with ITIL or structured ticketing frameworks. What Drives Impact Innovation : We embrace change because innovation lives outside the comfort zone. Passion : We are driven by purpose, fueled by passion, and obsessed with making an impact. Honesty : We are fiercely transparent and consistently honest. Fun : We fuel work with fun, knowing life's too short for boring. Low Ego : We champion ideas over titles, because brilliance knows no rank. One Team : We win as a team, we lose as a team, we are one team. Compensation The typical base salary for this role is $50,000-$60,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department. Full compensation details can be discussed with an Impact Talent Acquisition team member at the start of the interview process. Benefits We Take Pride In 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave Development and growth opportunities with on-going training & continued education reimbursement 401(K) & retirement plans with complimentary financial advisory services Comprehensive health, disability, life, dental, and vision plans Work Authorization & Immigration Sponsorship Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements. Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations. #J-18808-Ljbffr