Software support specialist SaaS

Are you passionate about technology and helping businesses succeed? Do you thrive in a fast-paced, customer-focused environment? If so, this could be the perfect opportunity for you.

We are a global tech company hiring for our Bonita Springs, FL office and looking for in-office team members to join our growing support team. As a Software Support Specialist, you will provide full-time technical assistance for our Point of Sale (POS) SaaS software, ensuring retailers get the most out of our platform..

This is more than just a tech support role. You'll be the go-to expert for troubleshooting, guiding customers on best practices, and helping them maximize our software. You'll also test new applications, provide feedback to engineering, and create user guides to enhance the overall customer experience.

We are looking for proactive team members who take initiative, solve problems efficiently, and continuously seek ways to improve processes.

What You’ll Be Responsible For

• Provide in-office technical support to customers via phone, email, and chat
• Use troubleshooting techniques to diagnose and resolve customer issues quickly and efficiently
• Properly document and track customer issues and resolutions to ensure efficient support
• Follow escalation procedures as needed, working closely with engineering teams for complex cases
• Identify opportunities to introduce customers to additional features and apps that would benefit their business
• Test apps and collaborate with the engineering team to improve system performance and user experience
• Produce user guides and documentation to help customers better understand and utilize the software
• Work closely with team leads to improve customer support processes and overall satisfaction
• Handle miscellaneous duties and responsibilities as defined by management

About Our Team

Our support team is a passionate and dynamic group that works hard, supports each other, and celebrates success together. If you’re looking for a tight-knit, hardworking, and collaborative team where you can grow your career, this is the place for you.

What You’ll Bring to the Team

• Previous customer service experience (ideally over the phone)
• Ability to handle multiple incoming requests efficiently
• A strong customer-focused attitude and excellent communication skills
• Proven troubleshooting abilities and a proactive mindset
• Intermediate Excel skills and ability to work with data efficiently
• Strong multitasking skills in a fast-paced environment
• A self-starter mentality who also thrives in a team setting

Even Better If You Have (Not Required)

• Experience with computer hardware and networking
• Background in the hospitality industry
• Technical problem-solving experience
• Basic knowledge of HTML/CSS

If you're in the Bonita Springs, FL area and looking to grow your career in tech, we’d love to hear from you! Apply today to become a key part of our in-office team.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• This position isa hybrid position.Candidates not within commutable distance will not be considered

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 2 years (Required)

Work Location: On the road

Salary : $15 - $16