Need Help! Software Support Specialist

Software Support Specialist Job Purpose: Acelo Solutions seeks a Software Support Specialist to provide technical support to clients on a variety of custom software solutions provided through a software as a service model to public schools systems and the federal government.

Detailed Job Description:

• Provide exceptional support to end-users
• Respond to email and telephone support requests
• Remotely connect to users computers, determine minimal use case to recreate issue, solve issue if possible or provide concise details to development for further analysis and resolution
• Use deductive problem solving skills to investigate and solve a broad range of support issues each day
• Improve Acelo Solutions products and processes
• Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations
• Update and create online knowledgebase articles to reduce support requests
• Capture details of each support request in Acelo Solutions ticketing system
• Act as liaison between users and development
• Help test fixes provided by development and incorporate them into client sites
• Work closely with development to make Acelo Solutions software more intuitive, easier to deploy and easier to support
• Help the Acelo Solutions sales team
• Provide pre-sales technical support as needed
• Recognize end-users need for additional products and services

Education: Minimum of a High School Degree with 2yrs of College Education

Skills:

• Basic computer skills with a willingness to learn new software technologies
• A passion for solving puzzles and learning how things work
• Ability to interact effectively with both non-technical users and technical users
• Ability to prioritize and balance multiple tasks
• Willingness to research and figure out software problems as an end user
• Excellent follow-through with minimal management oversight

Salary\Benefits:

• Salary commensurate to job experience.
• Full health and retirement benefits