Core responsibilities of the position include, but are not limited to, the following: * Technical phone support to customers * Documentation of all customer communication through internal ticketing system, Team Support. * Diagnosing software issues and bugs, performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner. * Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications * Learning, understanding, implementing and training on a variety of software applications * Identification and communication of additional revenue streams/opportunities * Providing regular and timely status reports and progress of assigned work to the Manager of Support Services Essential Qualifications: The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes: * 1-2 years customer service experience in a technical environment required * Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus * Familiarity with using CRM Platforms to document all customer communication * History of use with Microsoft 365, Teams, and VOIP systems preferred * Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity. * Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions. * Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support. * Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions. * Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail. * Commitment to continuous learning and adoption of emerging technologies and best practices. * Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams. Salary range: $65,000 - $75,000 USD per year.
Software Support Specialist • Ottawa, CA
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