Software Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose, troubleshoot, and resolve software issues through thorough research, testing, and remote screen sharing.

• Deliver Tier I support via help desk phone and email for incoming service requests, including the Emergency Support line.

• Identify problems, conduct research for answers, and effectively guide clients through corrective actions swiftly.

• Escalate incidents to Senior Support Engineers and notify the manager about priorities and concerns.

• Provide customers with advice on optimal software usage based on best practices and business processes.

• Gather and document information for specialists when a solution cannot be provided.

• Ensure follow-through on calls and issues until they are resolved.

• Develop and maintain process documentation, procedures, FAQs, and known errors for the knowledge base.

• Comply with Software Maintenance Agreement timelines and requirements.

• Assist fellow help desk technicians as required.

• Carry out other assigned tasks.

⛳️ Requirements

• Associate degree or equivalent from a two-year college/technical school; along with a minimum of two (2) years of relevant experience and/or training; or an equivalent combination of education and experience.

• Experience in preparing and delivering basic software training information.

• A positive and adaptable attitude towards AI-enabled tools and automation, with a readiness to learn and implement them.

• Knowledge and/or experience in the aviation industry is a plus.

• Bilingual skills are a significant advantage (Spanish preferred).

• Proficiency in reading, analyzing, and interpreting technical procedures.

• Ability to comprehend general business correspondence.

• Capability to present information and address questions through various communication methods.

• Familiarity with accounting processes is beneficial.

• Understanding of current networking standards.

• Experience with system administration.

• Proficiency in Microsoft Server and Windows operating systems.

• Familiarity with accounting systems such as QuickBooks or Great Plains is a plus.

• Knowledge of client/server software systems, SQL, and Oracle database systems is advantageous.

• Intermediate to advanced proficiency in Microsoft Office, particularly Outlook and Excel.

• Experience in hardware/software troubleshooting in environments that service both local and remote users.

🏝️ Benefits

• A diverse and inclusive work environment.

• Equal opportunity employer.

• Reasonable accommodations for individuals with disabilities.

• Support for growth and professional development.

• Exposure to AI-enabled tools and automation.