Software Technical Customer Support Specialist

Software Technical Support Specialist – Role Overview

We’re looking for a highly skilled Technical Support Specialist with a strong technical foundation and a passion for solving complex problems. This role goes far beyond traditional customer service — our ideal candidate has hands-on experience with software technical support, database management, and technical documentation, and is comfortable working directly with both customers and developers.

This is a long-term position with room for growth, learning, and meaningful impact on our product and customer experience.

What We Do

• Provide advanced technical support to customers via live calls, video meetings, email/tickets, and chat
• Troubleshoot software issues, identify potential bugs, and clearly document details for the development team
• Work with databases using SQL, Microsoft Access, and Excel (Power BI experience is a plus)
• Create and maintain Knowledge Base articles for both customers and internal processes, create training materials, and implementation documentation
• Collaborate with cross-functional teams to ensure smooth product adoption and customer satisfaction
• Assist with CRM-based workflows and ticket management (Zendesk/HubSpot experience preferred)

Key Qualifications

• Exceptional verbal and written communication skills in clear, fluent English
• Strong experience in database management
• Proficiency in SQL or Microsoft Access
• Strong Excel skills
• Power BI experience is a plus
• Proven experience in software support and technical troubleshooting
• Comfortable working directly with customers through calls, video meetings, and screen sharing
• Ability to clearly communicate technical issues to both technical and non-technical audiences
• Familiarity with CRM platforms (e.g., Zendesk, HubSpot) is a plus
• A desire for a long-term, growth-oriented position where contributions make a real impact

Job Type: Full-time

Work Location: In person