Senior Software Support

Job Description

Job Description

Senior Software Support Specialist

$35/hour | Hybrid | Downtown Dallas

We are seeking an experienced software support professional who combines strong troubleshooting skills with excellent judgment, polished communication, and dependable follow-through. You will support users of custom software, handling approximately 90% of requests by email and 10% by phone.

Professionalism is essential to success in this position. We are looking for someone who takes ownership of issues, communicates clearly and respectfully, and consistently represents the support team well in every interaction.

Position Highlights

• Location: Primarily remote, with some onsite work in downtown Dallas. Must be able to report to the office as required.
• Employment type: Contract, with potential for a long-term assignment and/or conversion to full-time employment based on business needs and performance.
• Schedule: Rotating shifts; a dedicated night shift option is also available. Scheduling flexibility and availability for overtime when needed are required.
• Benefits: Medical, dental, and vision benefits available.
• Work authorization: Must be authorized to work in the United States without employer sponsorship.

What You Will Do

• Independently investigate and resolve software support requests, using sound troubleshooting methods and established procedures.
• Ask focused questions, gather relevant details, and reproduce reported issues when possible to identify the appropriate next steps.
• Write clear, accurate, professional emails that explain solutions in language users can understand.
• Own assigned requests from initial response through resolution, providing timely updates and following through on commitments.
• Prioritize requests based on urgency and business impact while maintaining accuracy and service quality.
• Recognize when an issue requires escalation and provide complete documentation of the problem, troubleshooting performed, and findings.
• Maintain useful support records and clear shift handoffs so users receive consistent service.
• Identify recurring issues and contribute practical improvements to support documentation and processes.

Required Experience and Qualifications

• At least 3 years of professional technical support, software support, application support, or help desk experience , including direct responsibility for troubleshooting software issues.
• Demonstrated ability to resolve issues beyond routine questions and standard scripted responses.
• Excellent written and spoken English, including strong grammar, attention to detail, and the ability to explain technical information clearly.
• Must be able to pass a background check and drug test
• Experience managing multiple support requests and documenting work accurately.
• Ability to work independently, exercise sound judgment, and remain productive in a primarily remote environment.
• Consistent professionalism, punctuality, accountability, and respect for users and colleagues.
• Ability to remain calm, patient, and tactful when assisting frustrated users or handling urgent requests.

Preferred Qualifications

• Five or more years of relevant support experience.
• Experience supporting custom or proprietary business software.
• Experience in an environment where email is the primary support channel.
• A bachelor’s degree from an accredited college or university is strongly preferred.

Why Join This Team

Join an established support team with low turnover, supportive management, and high standards for service. You will work alongside experienced colleagues in a collaborative environment that values reliability, professional communication, and pride in the quality of your work.

GTN is the leader in SOW management & technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 200 companies.

Company Description

GTN is the leader in SOW management & technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 200 companies.