Software Support Specialist at Paperless… · Baton…

Summary: Paperless Environments is a company that specializes in accounts payable workflow automation and document management software. They are seeking a Software Support Specialist to provide exceptional technical support to their customers by diagnosing software issues, documenting interactions, and educating clients on software features. Responsibilities: - Diagnose and troubleshoot software issues, escalating complex cases when needed - Document support interactions and resolutions comprehensively - Educate clients on software features and best practices to optimize their experience - Assist in developing knowledge base articles - Provide hands-on support by addressing technical problems, answering how-to questions, and offering tailored solutions - Communicate with customers via support tickets, phone calls, and remote sessions - Collaborate with the development team to report bugs, escalate issues, and submit feature requests Required Qualifications: - Proven experience in a software support role or a similar technical support position - Hands-on experience in a help desk or customer support environment - Exceptional verbal and written communication skills - Strong customer relationship-building abilities - Excellent software troubleshooting and problem-solving capabilities - Basic understanding of Windows administration, including NTFS permissions, network file shares, and Active Directory - Positive, patient, and empathetic attitude towards customers and colleagues - High intellectual curiosity with a desire to grow and learn continually - Ability to work independently in a fast-paced, innovative, and collaborative team environment - Strong organizational skills with the ability to meet goals and deadlines - Adaptable to changing priorities as required Preferred Qualifications: - Familiarity with Windows Security, basic networking, and/or SQL queries is a strong advantage - Experience with Microsoft SQL database structure and basic SQL statements - Knowledge of accounting software, basic accounting principles, and terminology - Background in document management, construction management, or automated workflow software Required Skills: Software troubleshooting, Technical support experience Important Skills: Windows administration, SQL queries Nice-to-Have Skills: Customer relationship-building Benefits: 120 hours of PTO yearly that begins accruing on start date, Comprehensive benefits package after 60 days of continuous employment, Company paid life insurance for employees, Company matching retirement plan after one year of service, Budget for professional development