Software Support Specialist

A global engineering and technology company that provides solutions and services across industrial sectors including energy, paper, raw materials, and transportation.

• Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
• Take full ownership of assigned cases, managing troubleshooting activities and guiding customers in gathering necessary information for resolution.
• Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
• Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
• Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
• Develop proficiency in SQL Server Administration, T-SQL scripting, and VBA scripting as needed.
• Create and document detailed solutions for technical issues, ensuring clear communication of resolutions.
• Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
• Provide training to customers on product functionality and customization to enable effective use.
• Maintain accurate time tracking for project management and billing purposes.
• Mentor junior team members, demonstrating strong technical expertise and customer service.
• Handle escalations and provide critical support for high-impact issues.
• Meet or exceed performance metrics related to case resolution and customer satisfaction.
• Maintain detailed and accurate work log notes for all cases and projects, ensuring complete documentation of actions, progress, and next steps.
• Conduct consistent customer follow-ups, adhering to internal and external SLAs for timely communication and resolution.
• Foster a positive, collaborative team culture and participate in an on-call rotation for after-hours support.
• Participate in after-hours support as required, supporting a global 24/7 customer base beyond the standard Thursday-Monday schedule when needed.