RESPONSIBILITIES:
We are seeking a highly skilled Software Support Specialist to join our dynamic and growing team. The Software Support Specialist will be responsible for providing technical support and assistance, resolving software-related issues and optimizing the use of our products. The ideal candidate will have a naturally curious and analytical mindset and take a systematic approach to proactively solving problems with exceptional communication and interpersonal skills. Preferred candidates also have experience working with Jira and performing analysis in Jira to drive improvements.
Responsibilities:
- Provide technical support and assistance to internal users experiencing application-related issues, inquiries, or challenges.
- Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
- Utilize Jira to log, track, and manage support tickets, ensuring accurate documentation and resolution of reported issues.
- Serve as a subject matter expert on our products and solutions, providing education and guidance, explaining features and functionality of the software application.
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Develop and maintain knowledge base articles, troubleshooting guides, and documentation to assist customers and support team members.
- Contribute to process and procedure discussions and documentation.
- Perform analysis in Jira to identify trends, patterns, and root causes of recurring issues.
- Contribute to the development and maintenance of Jira dashboards, reports, and custom workflows to support business needs and objectives.
Additional responsibilities and projects as needed
QUALIFICATIONS:
Required Skills and Qualifications:
- Strong interest and background in technology.
- Proven experience in providing technical or customer support and troubleshooting complex issues.
- Experience creating knowledgebase, learning, and/or reference content and materials.
- Knowledge of instructional design, adult learning, and content development principles and practices.
- Strong writing skills with experience in creating clear, concise, and professional technical documentation.
- Ability to convert complex technical information into simple graphics and short instructional video clips.
- Proficiency with office productivity tools including Microsoft Office and Google Suite.
- Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to non-technical audiences.
- Ability to learn and work independently with minimal supervision and collaboratively in a team environment.
- Strong time-management skills and an ability to organize and prioritize multiple concurrent projects or assignments.
Preferred Qualifications:
- Bachelor’s degree in a technology or education field.
- Experience with software testing, quality assurance, or software development teams.
- Proficiency and experience with graphic design tools (e.g., Adobe Creative Suite, Canva, etc.)
- Proficiency and experience with eLearning development tools and video editing software (e.g., Articulate, Captivate, Camtasia, etc.)
- Proficiency and experience with website design.
Pay and Benefits:
Starting at $65,000, depending on education, skills, and experience.
Benefits include:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life and Disability Insurance
- HSA (Required High Deductible Medical Plan to be eligible)
- FSA
- Education Reimbursement
- 401K matching
- Employee Assistance Program (EAP)
- 11 paid Holidays
OVERVIEW:
CiraConnect provides world-class cloud-based software and on-demand “back-office” shared services (SaaS) for self-managed community associations, professional community association management companies and residential real estate developers servicing the needs of homeowner associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts and large master planned communities. CiraConnect maintains an in-house software development team that places a premium on integrated software solutions and business process automation as tools to enable our employees to better service our clients and increase their job satisfaction.
CiraConnect is casting for a Software Support Learning & Development Specialist to add to our growing Support team! This group assists our customers within the CiraConnect Product Suite. As part of a growing team, you'll have an outstanding opportunity to mold and mesh your unique abilities with the collective team goals and impact the customer experience!
We're seeking a conscientious self-starter who enjoys showcasing multiple responsibilities and thrives in a dynamic environment. You must be progressive and collaborative with a joy for problem-solving.
This is an excellent opportunity to join a rapidly growing organization with a heart in technology and excellent service.
This is not a remote position
- Office location = Plano, Texas
Job Type: Full-time
Pay: $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
Application Question(s):
- What is your pay expectation for this position?
Work Location: In person