(Remote) Support Specialist

Partner Software, a division of Harris; is seeking a Support Specialist provides timely, professional, and customer-focused support for Partner customers.

This role is responsible for assisting customers with software-related questions and issues, documenting support activity, and working with internal teams to help resolve problems.

The Support Specialist plays an important role in delivering a positive customer experience while building knowledge of support processes, products, and tools.

This remote role welcomes candidates anywhere in Canada and the US.

Travel is required as needed, approximately 5%%.

Candidates must hold a current, valid passport and be legally eligible to travel internationally.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Preference will be given to candidates who can work in EST timezone.

Salary:

35K - 45K

What your impact will be:


* Respond to customer support requests in a timely and professional manner.


* Assist with troubleshooting software, application, and basic system issues.


* Document customer issues, troubleshooting steps, and resolutions in the ticketing system.


* Escalate more complex or higher-impact issues to senior team members or other internal teams as needed.


* Communicate clearly with customers and internal teams regarding issue status, next steps, and resolution progress.


* Follow established support processes and service expectations to help ensure consistent customer service.


* Assist with software updates, testing, and other support-related activities as assigned.


* Maintain and update support documentation, knowledge base content, and internal procedures.


* Monitor assigned tickets and follow up as needed to support timely resolution.


* Identify recurring issues or documentation gaps and share feedback with the team to support continuous improvement.


* Build knowledge of Partner products, support tools, and customer workflows over time.

What we are looking for:


* Associate’s degree, technical certification, or equivalent professional experience in a related field.


* 1+ years of experience in customer service, help desk, technical support, or a related role preferred.


* Strong communication and interpersonal skills with a customer-focused approach.


* Basic problem-solving skills and willingness to learn technical concepts and support processes.


* Ability to stay organized and manage multiple tasks in a fast-paced environment.


* Attention to detail and ability to document information clearly and accurately.


* Basic computer proficiency and comfort learning new software systems and tools.

What we can offer:


* 3 weeks’ vacation and 5 personal days


* Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment


* Employee stock ownership...