Software Support Specialist - Tier 1

Customer Support Onsite - Plano, TX Full-time Be the first point of contact for Antera's customers. Troubleshoot software issues, own ticket resolution, and grow into onboarding and training work over time. Starting at $40,000/year. About Antera Software Antera Software USA, Inc. is a leading SaaS provider serving the Promotional Products and Printing industries. Since 2006, we've helped businesses streamline operations with innovative software solutions and exceptional customer service. We believe our success begins with our employees, and we're looking for motivated individuals who want to build a long-term career with a growing technology company. Position Summary We are seeking a Software Support Specialist - Tier 1 to join our Customer Support team in our Plano office. This position serves as the first point of contact for our clients, helping them resolve software-related questions while delivering an outstanding customer experience. This is an excellent opportunity for someone who enjoys problem-solving, learning new technology, and building relationships with customers. As you grow within the company, you'll have opportunities to participate in customer onboarding, training, and other client-facing initiatives. Responsibilities Provide exceptional customer support via phone, email, and support tickets. Troubleshoot software issues and guide customers through solutions. Diagnose problems, identify root causes, and document findings. Maintain accurate and detailed ticket documentation. Prioritize, triage, and elevate support requests according to established service levels. Keep customers informed with timely and professional communication throughout the support process. Collaborate with Development, Project Management, and other internal teams to resolve customer issues. Test software fixes and verify issue resolution before communicating with clients. Contribute to internal knowledge base articles and documentation. Assist with customer onboarding and training as experience grows. Qualifications Required High school diploma or equivalent (Associate's or Bachelor's degree preferred). Minimum of 2 years of customer service or technical support experience. Strong computer skills, including Microsoft Office (especially Excel). Excellent verbal and written communication skills. Strong troubleshooting, analytical, and problem-solving abilities. Ability to manage multiple priorities in a fast-paced environment. Positive attitude with a strong desire to learn new software and technologies. Ability to work independently while contributing to a team environment. Preferred Experience supporting SaaS applications. Experience with ticketing systems such as Jira or Zendesk. Experience in the Promotional Products, Printing, or eCommerce industries. Experience training customers or presenting software demonstrations. Familiarity with SQL or basic database concepts is a plus. 401(k) with company matching Health insurance Paid time off Paid holidays Ongoing training and professional development Supportive, team-oriented work environment Work Schedule Monday through Friday 8-hour shift In-person position located in Plano, Texas Compensation Starting at $40,000 per year (based on experience). Why Join Antera? At Antera Software, you'll join a close-knit team where your work makes a real impact. We value collaboration, innovation, and exceptional customer service. If you're passionate about technology, enjoy helping people, and want to grow your career with an established software company, we'd love to hear from you. Ready to join us? Hit "Apply" below and we'll prefill this role on the application form. #J-18808-Ljbffr Antera Software USA, Inc.