Software Support Specialist

• Fully Remote Work
• Be a part of an international team

About Our Client

A global engineering and technology company that provides solutions and services across industrial sectors including energy, paper, raw materials, and transportation.

Job Description

• Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
• Take full ownership of assigned cases, managing troubleshooting activities and guiding customers in gathering necessary information for resolution.
• Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
• Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
• Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
• Develop proficiency in SQL Server Administration, T‑SQL scripting, and VBA scripting as needed.
• Create and document detailed solutions for technical issues, ensuring clear communication of resolutions.
• Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
• Provide training to customers on product functionality and customization to enable effective use.
• Maintain accurate time tracking for project management and billing purposes.
• Mentor junior team members, demonstrating strong technical expertise and customer service.
• Handle escalations and provide critical support for high‑impact issues.
• Meet or exceed performance metrics related to case resolution and customer satisfaction.
• Maintain detailed and accurate work log notes for all cases and projects, ensuring complete documentation of actions, progress, and next steps.
• Conduct consistent customer follow‑ups, adhering to internal and external SLAs for timely communication and resolution.
• Foster a positive, collaborative team culture and participate in an on‑call rotation for after‑hours support.
• Participate in after‑hours support as required, supporting a global 24/7 customer base beyond the standard Thursday‑Monday schedule when needed.

The Successful Applicant

• Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
• Strong expertise in full case ownership, with hands‑on troubleshooting skills and the ability to effectively guide customers.
• Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
• Familiarity with Active Directory, Group Policy, and TCP/IP networking.
• Strong communication, documentation, and organizational skills, with a high attention to detail in case follow‑through.
• Excellent customer service approach, combining technical expertise with a collaborative mindset.
• Ability to demonstrate patience, empathy, and clear communication, especially in high‑stress or high‑priority situations.
• Proficiency in SQL Server Administration and T‑SQL scripting, or a strong willingness and ability to learn quickly.
• Ability to communicate effectively with both technical users (IT, engineers) and non‑technical users (operators, plant personnel) in industrial environments.

What's on Offer

• Fully Remote Work
• Competitive salary packages
• Comprehensive HMO coverage for health and wellness.
• Allowances to support job‑related expenses.
• Work in an established organization within the industrial sector.