Software Support Specialist

Job Description

Job Title: Software Support Specialist
FLSA Status: Exempt
Reports To: Director of Support
Approved By: Primary Solutions Inc.

Summary: Responsible for working with new and existing customers to implement, train, and provide support on our Fund Accounting software product. Develop positive customer relationships, guide customers, and troubleshoot issues that arise.

Essential Duties and Responsibilities include the following:

1. Guide customers through the setup of the software product for maximum effectiveness.
2. Train customers on functionality and requirements of the software product.
3. Provide assistance to customers to resolve support issues.
4. Create and maintain product documentation.
5. Create product enhancement tickets for customer requests and/or issues found within the software products.
6. Provide customers with on-going and regular trainings on updates, enhancements, and highlighted areas of the software product.
7. Connecting with customers on a regular basis to foster partnerships.
8. Problem solving, testing, and diagnosing the software product.
9. Work across internal teams to advocate and resolve customer needs.

Other Responsibilities:

1. Uphold the mission, vision, and values of Primary Solutions.
2. Contribute to a positive company culture.
3. Other duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
University degree in related field or related experience. Understanding of fund accounting and/or payroll.

Language Ability:
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format.

Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent; and to draw and interpret bar graphs.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Word Processing software; email; and other standard office applications such as spreadsheet and presentation software.

Certificates and Licenses:
No certifications needed

Supervisory Responsibilities:
No supervisory responsibilities

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee is occasionally required to stand. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.
Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Job Types: Full-time, Permanent

Pay: $48,000.00 - $60,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Columbus, OH 43219 (Required)

Ability to Relocate:

• Columbus, OH 43219: Relocate before starting work (Required)

Work Location: Hybrid remote in Columbus, OH 43219

Salary : $48,000 - $60,000