Software Support Specialist II

TCC Solutions

  • Indianapolis, IN
  • Permanent
  • Full-time
  • 18 days ago
About Us: TCC Solutions is a leading provider of early childhood education and care (ECEC) technology and program services to state and local government agencies for the benefit of children, families, and providers. TCC is a minority-owned business enterprise (MBE) with more than 20 years of experience and 180 team members, including subject matter experts with deep expertise in early childhood business, program, and policy. TCC provides ECEC solutions to state and local agencies nationwide.About the role: As a Software Support Specialist II at TCC you will play a pivotal role in providing exceptional technical support to our clients. You will be responsible for resolving complex software-related issues, ensuring customer satisfaction, and contributing to the continuous improvement of our products.Essential Functions:
  • 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.
Required Education, Experience and Skills
  • 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.
Work 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
About TCCTCC is the leading provider of early childhood education and care technology and services to state and local government agencies for the benefit of children, families, and providers. Founded in 1996, TCC is a minority-owned business enterprise (MBE), with nearly 25 years of experience and 180 team members, including subject matter experts with deep expertise in early childhood business, program, and policy. TCC has designed, developed, implemented, operated, and/or maintained early childhood solutions for state and local governments nationwide. Importantly, we have a demonstrated track record of being nimble, flexible, and responsive as new legislation and changing technologies emerge.
  • 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.

TCC Solutions