What are the responsibilities and job description for the Software Support Specialist position at Transfinder?
Software
Support Specialist
Pay Status and
Classification: Exempt, Regular Full Time
Supervisor Title: Support Services Manager
Work Location: Remote in New York or Texas. If in New York and local to company headquarters,
there are days the Software Support Specialist is expected to be in the office
for department meetings.
Position Purpose:
The Software Support Specialist serves as the
primary point of contact for clients experiencing technical difficulties. The
Software Support Specialist manages and resolves complex client technical
challenges that result from the installation, implementation, and use of
Transfinder’s software platform.
The Software Support
Specialist provides exceptional customer service to clients and possesses an
aptitude for learning new software applications and their underlying
technologies quickly and thoroughly. The Software Support Specialist is a
highly technical individual who works cooperatively in a team environment and
contributes to the growth and success of their clients, their peers, their
department, and the company.
Essential Duties and
Responsibilities:
- Analytical and Technical Problem Solving:
Identifies and resolves complex client issues by approaching an issue from multiple angles and testing possible solutions through a Quality Assurance (QA) or User Acceptance Testing (UAT) environment. Assesses error logs, metrics, user reports, and screenshots to provide resolutions or data-driven recommendations of best practices to the end user and internal teams. Evaluates client data for possible discrepancies and diagnoses data issues using SQL queries. Reviews multiple possible solutions and strategizes the best solution to present to the customer. - Technical and How-to Support: Determines and resolves document functional
issues, errors, and configuration changes within browser-based software
applications. Utilizes tools such as DevTools, Developer Edition, Kibana, and
Structured Query Language (SQL) to diagnose and document underlying errors
related to front-end or data-specific software issues. Facilitates technical
support to end-users via phone or screen sharing to resolve issues efficiently.
- Documentation and Bug Reproduction: Determines comprehensive steps to reproduce
and annotate screenshots of discovered bugs for an efficient hand-off between
departments. Ensures the bug resolution process is thorough with quality
documentation of existing versus expected functionality, working with
cross-team members to confirm software behavior as part of the troubleshooting
steps. Maintains and expands internal documentation via thorough note-taking on
completed cases.
- Product Knowledge and Education: Stays current with the dynamic product suite
that has quarterly releases of new features and products. Applies updated
product knowledge when solving technical difficulties, ensuring seamless
support for the clients. Proactively seeks opportunities to enhance product
knowledge through provided training videos, internal documentation, and
hands-on experimentation. Collaborates closely with cross-functional teams,
including development, QA, and DevOps, to facilitate the knowledge transfer of
issues documented with existing or emerging technologies.
- Internal Collaboration: Ensures client issues faced during onboarding
are resolved efficiently and to completion in partnership with the Service
department. Collaborates with the DevOps team on reporting and facilitating
performance/infrastructure-based issues that require server review. Thoroughly
communicates possible trending client issues to the Development and QA
departments to ensure both departments are equipped with all gathered
information on the presenting issue.
- Other duties and projects as assigned.
Required Skills/Abilities:
- Excellent communication and interpersonal
skills with the ability to interact with internal teams, external clients, and
stakeholders.
- Ability to manage multiple support cases
while maintaining quality and response time goals.
- Exceptional analytical skills to detect
patterns, diagnose root causes, and suggest enhancements for software and user
experience.
- Ability to work effectively independently
and as part of a collaborative team.
- Excellent organizational skills and
attention to detail.
- Proficiency in using a Customer
Relationship Management system (CRM)/ticketing software to track, manage, and
provide updates on existing client issues.
Experience:
- 2 years of experience supporting
Software as a Service (SaaS) products.
- 2 years of experience in a technical
support position providing phone and screensharing-based support to clients.
- Thoroughly demonstrated knowledge of a
variety of diagnostic tools including SQL, DevTools, Kibana, and Remote Desktop
Protocol (RDP)applications.
- Basic troubleshooting experience with
Application Programming Interface (APIs), the Active Directory (AD) with
Security Assertion Markup Language (SAML), and Single Sign-On (SSO).
Physical Requirements:
- Prolonged periods of sitting at a desk
and working on a computer.
- Must be able to lift up to 15 pounds at
times.
