(Remote) Software Support Specialist

A division of Harris; SmartCOP is seeking an Software Support Specialist.

As a Software Support Specialist, you will be the front-line point of contact for our customer base.

You will need to deliver a positive customer experience with interactions via phone, chat, and email.

You will ensure each case that is handled meets the quality and procedural expectations of internal and external customers.

You will be troubleshooting to isolate the root cause of an issue, with the end goal of finding a resolution.

We value team members who can communicate clearly and concisely, and who work to build a positive and enjoyable workplace.

This remote role welcomes candidates anywhere in the US with a preference for Florida-based candidates and will be working in the Central time zone 8 am - 5 pm, Monday to Friday.

What will be your impact :

• Monitor and answer incoming support calls and emails;
• Resolve issues when possible and escalate to the appropriate team if needed;
• Use existing documentation as a baseline for troubleshooting;
• Maintain Client Relationships;
• Create and provide support documentation and webinars;
• Help deploy software upgrades;
• Multitasking through multiple systems while troubleshooting with customers;
• Act as the primary point of contact for the customer;
• Effectively communicate technical information with your team members and customers alike;
• Diagnose and provide a path to resolving technical issues;
• Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures.

What we are looking for :

• 2 to 4 years of experience in one or more of the following fields : Customer Service / Support Environment, Information Technology / Help Desk
• Experience working with SQL
• Experience troubleshooting in a technical support environment;
• Basic computing and networking knowledge;
• Ability to relate somewhat complex technical concepts to everyday users;
• Excellent customer service skills and interpersonal skills;
• Good time management and prioritization skills;
• Experience in a Windows environment;
• Schedule flexibility for rotating 24 / 7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software-related issues.

Technical Skills that will help :

• Windows Server
• Windows Powershell
• JIRA Service Desk
• The ability to research and troubleshoot software and technical problems
What we offer :
• 401(k) plan
• Generous vacation policy
• Health, dental, vision, life, and disability insurance
• A casual work environment
• Lifestyle rewards perk of $325 annually

About us : SmartCOP, Inc.

was founded in 1988 and incorporated in 1999.

Headquartered in Pensacola, Florida, SmartCOP has a simple, yet very important mission : maximize public safety by providing real-time information through integrated software solutions for law enforcement officers, firefighters, EMS personnel, dispatchers, and report takers.

We accomplish this mission by offering system development, implementation, and support services for a fully integrated suite of public safety products including Computer Aided Dispatch (CAD), Records Management System (RMS), Mobile Computing with Field Based Reporting (MCT & FBR), and Jail Management System (JMS).

Many of our employees have decades of experience in public safety.

Their years of experience help establish our company’s path.

About Harris :

Harris is a leading provider of mission critical software to the public sector in North America.

As a wholly owned subsidiary of Constellation Software Inc.

CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals.

Our success has been realized through investments in our proprietary software and market expertise.

This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success.

Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.