Software Support Specialist II
TCC Solutions
- Indianapolis, IN
- Permanent
- Full-time
- Provide second-level technical support to clients via phone, email, and remote sessions.
- Troubleshoot and resolve escalated software issues promptly and effectively.
- Document and track support cases using our ticketing system, ensuring thoroughness and accuracy.
- Communicate professionally and empathetically with clients to understand their concerns and provide timely resolutions.
- Collaborate with other teams internally to escalate and resolve issues that require specialized knowledge or development intervention.
- Proactively follow up with clients to ensure their issues are fully resolved and provide guidance on optimizing their software usage.
- Continuously update and expand technical knowledge to stay current with software updates, enhancements, and industry trends.
- Contribute to the development and maintenance of knowledge base articles, FAQs, and training materials to empower clients with self-service resources.
- Participate in quality assurance testing for new software releases and updates to identify and report bugs or issues.
- Provide feedback to the development team on product usability, functionality, and performance based on client interactions.
- Bachelor's degree in Computer Science, Information Technology, or related field or equivalent experience.
- Proficiency in troubleshooting software issues and strong problem-solving skills.
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users effectively.
- Experience with ticketing systems and customer relationship management (CRM) software.
- Strong attention to detail and a commitment to providing exceptional customer service.
- Ability to work independently and collaboratively in a fast-paced environment.
This is a remote position. Some flexibility in hours is allowed, but candidate must be available during the “core” work hours of 8:30 a.m. to 5:00p.m. EST. Occasional evening and weekend work may be required as job duties demand.Travel
Travel is not expected for this position.Available Benefits
- Medical, Dental, Vision Insurance
- Employer-funded Health Reimbursement Arrangement (HRA)
- Company sponsored 401k
- Paid Time Off
- TCC’s purpose is to improve the lives of children and families through innovative childcare and early education solutions.
- Our mission is to be the nation’s leading partner to state and local childcare and early education agencies.
- And we live by our values: customer satisfaction, innovation, integrity, respect, and valuing families.