Software Application Support Specialist

The Overview

As a Software Application Support Specialist, you will play a pivotal role in ensuring the smooth operation of our software applications. You will be responsible for providing exceptional support to our clients, resolving technical issues, and helping them maximize the value of our software solutions.

What You'll Do

• Provide front-line technical support to clients via phone, email, or live chat, ensuring prompt and effective issue resolution
• Troubleshoot and diagnose software-related problems and document solutions in a clear and concise manner
• Collaborate with our development and QA teams to identify and resolve software bugs and escalate issues as needed
• Assist clients in understanding and using our software effectively through training and guidance
• Maintain comprehensive records of client interactions, issues, and resolutions in our CRM system
• Keep up-to-date with product updates and enhancements, communicating these changes to clients when necessary

What You'll Bring

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience)
• Minimum of 2-3 years of experience within a software support or development environment
• Strong problem-solving skills and a passion for helping clients overcome technical challenges.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Proficiency in troubleshooting software issues and a solid understanding of Windows, macOS, and common web browsers
• Experience with CRM systems and support ticketing software is a plus

This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.