Software support specialist job description

This front-line support role will focus on identifying, troubleshooting, and resolving client issues using a collaborative approach. This position will interact directly with clients and is charged with providing courteous and timely support to our end-user community.
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Principal Duties & Responsibilities:


Provide phone and ticket support for incoming queries and issues related to software for legal case management and electronic billing Identify, prioritize, resolve, document and communicate technical and operational issues Estimate problem resolution times through detailed collaboration with other team members Interact with clients and law firms, over the phone or via email, to provide support, prioritize appropriately and ensure resolutions Comfortably engage with clients and firms in a highly professional and helpful manner Maintain high levels of client satisfaction through successful and timely resolution of technical and operational issues Provide regular status updates and reports to supervisor Work on special projects and other duties as assigned by management


Qualifications & Skills:





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 function.


Education and Experience: Any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

1-2 years related experience Client Services experience preferred Strong analytical, organizational, written, and verbal communication skills Quick learner with the ability to effectively multi-task in occasionally stressful situations Ability to work with autonomy and take direction as needed Highly motivated with a willingness to take initiative and complete assignments


Preferred Skills:

Proficient in Microsoft Office Good time management skills Fluent in English Fluency in a second language, other than English, is preferred but not required

ECS is seeking a Tier II/III Software Support Specialist to join our team supporting the Combined DNA Index System (CODIS) onsite in our Stafford, VA office. We provide application and technical support to a worldwide customer base, Monday through Friday (excluding all Federal holidays). The ideal candidate has a technical background and is passionate about learning, problem solving, and providing an excellent customer service experience. As our support requires our team to be on-site from our office in Stafford, VA, we focus on a collaborative approach, making it an ideal environment to learn and develop a broad range of skills.
Responsibilities:
Identify application and IT solutions for users in a dynamic and fast paced environment
Provide remote desktop support
Provide installation support for the CODIS software for the user community
Troubleshoot installation and functional issues within various environments
Provide System Administration support; ability to perform analysis of CODIS software and lab operational environments
Respond to customer queries over the phone, email, and web
Walk customers through problem-solving process
Draft, provide feedback and maintain process and procedure documentation to include SOPs, installation, and training materials to maximize and improve internal efficiency and user experience

Required Skills:

Active Top-Secret Clearance
3+ years' customer service experience
Provide technical and infrastructure support including Active Directory, SQL Server, IIS, Backup Exec, Cisco ASA Firewalls, and multiple models of Dell Servers
Working knowledge of McAfee ePO, MS WSUS, backup configurations, etc.
Experience troubleshooting and/or testing custom software applications
Ability to learn and understand complex software applications
Exceptional collaborative communication skills, written and verbal
Strong organizational and analytical skills
Ability to work both independently and as part of a team

Desired Skills:

Bachelor's degree
ITIL Certification
Experience diagnosing and resolving Microsoft Windows hardware and software problems
Experience writing SQL queries and knowledge of SQL databases

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

McLeod Software is the leading developer and provider of transportation management software to trucking and freight brokerage companies in the United States. We are rapidly growing and are highly respected within the transportation industry. We believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software's growth and success, and we look for individuals who take pride in their work and in being a member of our team. We count on our employees to take action and to do things that will help us to keep building healthy partnerships with our customers. There is an immediate opening for a Software Support Specialist to be based out of our Birmingham, AL office.

The Software Support Specialist will be responsible for providing software support and solutions (via phone or email) for McLeod customers related to general instructional and/or technical problems pertaining to McLeod Software's various products (LoadMaster and Power Broker) as well as third party vendor interfaces.
Responsibilities:

+ Accept software related request from customers and provide assistance

+ Troubleshoot software and identify root causes of software problems

+ Ability to analyze software related issues and propose solutions

+ Document software support activities thoroughly, accurately and in a timely manner

+ Triage request for custom programming items and assign work orders to Business Analyst for further evaluation

Qualifications:

+ Strong verbal and written communication skills

+ Customer ticketing/tracking processes experience

+ Experience in the transportation or logistics industry (a plus)

+ Microsoft SQL Server and ability to write simple queries (preferred)

+ Ability to travel on occasion (approximately 5 - 15%)

Education:

+ Bachelor's degree, or 2+ years related support experience

About Us:

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.

We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.

With an established base of more than 1,000 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.

McLeod Software owns our national headquarters building in Birmingham, Alabama, and we also operate regional offices with training facilities in Salt Lake City, Utah and Downers Grove, Illinois. We employ more than 550 professionals.

McLeod Software does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are an equal opportunity employer and we participate in E-Verify.