Software Support Specialist

Gravity IT Resources

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Job Title:  Software Support Specialist
Location: Salt Lake City – Onsite
Job-Type: Contract-To-Hire
Referral Fee: $220
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).
Position Overview:
The Software Support Specialist provides responsive support and will eventually develop new procedures to help people work in better ways. This role is focused on supporting internal employees in branches across North America. You will diagnose issues, identify problems, working with users to not only fix the issue but to train them on the root cause of the problem so that they can avoid similar issues in the future.  This is a support role that requires the ability to communicate solutions and train individuals on the “why?”
Duties & Responsibilities:

  • Admission of daily service request and incident tickets, solution matching and research, remote guidance and providing resolution and closure.
  • Use of phone, email, and remote-desktop actions to deliver it by.
  • A sense of urgency to get tickets handled and closed.
  • Contribute to our learning services and document/design training materials to further develop users’ skills.

Required Experience & Skills:

  • Huge range of user-levels, can you be patient and understanding while still moving the process along?
  • Traveling once or twice a year for a week to a branch to provide on-site support 
  • Experience providing technical support
  • Experience supporting software applications, 3rd party software, etc.
  • Great customer service skills
  • Ability and willingness to learn

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