Software Support Specialist

Job Description

Job Description

Position Summary

The Software Support Specialist implements, configures, and supports Black Creek software solutions for customers. This role assists with system deployments, troubleshooting enterprise software issues, documenting solutions, and user training. The specialist works closely with internal teams and customers to ensure successful software installations and reliable system performance.

Reasonable accommodations are available for qualified individuals with disabilities upon request.

Essential Duties & Responsibilities

• The Software Support Specialist provides solutions in support of enterprise application adoption, incident resolution, and problem resolution
• Provide tier 2 technical support to diagnose and resolve complex technical issues related to our enterprise software suite
• Write MS SQL queries, update statements.
• Assist with analyzing client requirements and preparing software implementation plans.
• Setup, configure, and install software and related components.
• Test system setups to identify issues and verify functionality prior to deployment.
• Research, diagnose, and troubleshoot user-reported problems.
• Document software support activities accurately and in a timely manner.
• Act as the technical "voice of the customer," providing feedback to the Product and development teams on recurring bugs or common solution deficiencies.
• Assist in developing and maintaining implementation documentation, configuration records, and user guides.
• Triage software issues to determine root causes and best solutions.
• Provide basic user training and support for software functionality and system usage.
• Maintain accurate records of implementation activities and support cases.
• Work with developers, project managers, and internal teams to support implementation activities.
• Communicate with customers regarding issue status, implementation progress, and basic troubleshooting guidance.
• Participate in rotating on-call support as required.

Qualifications

• Associate or Bachelor’s degree in Computer Science, Information Technology, or related field preferred; equivalent experience may be considered.
• 0–2 years of experience in technical support, software implementation, or related technical roles.
• Strong understanding of computer systems, networks, and software applications.
• Familiarity with Microsoft Office applications including Word, Excel, and Outlook.
• Strong troubleshooting and problem-solving abilities.
• Effective written and verbal communication skills.
• Ability to work independently while collaborating with team members.
• Professional customer service skills.

Working Conditions

• Must be able to remain in a stationary position at a desk for at least 50% of the time.
• Be able to occasionally move about inside the office to access office equipment and other resources.
• Be able to operate a computer and related software for a prolonged period, and use office productivity equipment, such as a calculator, copier, and printer.
• Be able to engage in repetitive motions, such as typing and using a mouse.
• Be able to communicate effectively, conveying information and ideas clearly so others can understand. Must be able to exchange accurate information in these interactions.
• Be able to observe details at close range, e.g. computer screens and printed documents.
• Be able to travel as needed to job sites.

We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.

Company Description

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.