(Remote) Software Support Specialist

Position Overview

SmartCOP, a division of Harris, is seeking a Software Support Specialist to serve as the front‐line point of contact for our customer base. In this remote role, you will deliver a positive customer experience through phone, chat, and email support while troubleshooting and resolving technical issues. You will work in the Central time zone (8 am – 5 pm, Monday to Friday) with a preference for Florida‐based candidates.

Key Responsibilities

• Monitor and answer incoming support calls and emails
• Resolve issues when possible and escalate to the appropriate team if needed
• Use existing documentation as a baseline for troubleshooting
• Maintain client relationships
• Create and provide support documentation and webinars
• Help deploy software upgrades
• Multitask through multiple systems while troubleshooting with customers
• Act as the primary point of contact for the customer
• Effectively communicate technical information with team members and customers alike
• Diagnose issues and provide a path to resolution
• Proactively identify ways to prevent the recurrence of customer issues by improving processes and documentation

Required Qualifications

• 2 to 4 years of experience in a Customer Service/Support Environment or IT/Help Desk
• Experience working with SQL
• Experience troubleshooting in a technical support setting
• Basic computing and networking knowledge
• Ability to explain complex technical concepts to everyday users
• Excellent customer service and interpersonal skills
• Good time management and prioritization skills
• Experience in a Windows environment
• Schedule flexibility for a rotating 24/7 on-call support schedule

Preferred Qualifications

• Experience with Windows Server
• Proficiency in Windows Powershell
• Experience with JIRA Service Desk
• Strong research and troubleshooting skills for software and technical issues

Benefits & Perks

• 401(k) plan
• Generous vacation policy
• Health, dental, vision, life, and disability insurance
• A casual work environment
• Lifestyle rewards perk of $325 annually