Software Support Specialist

Summary

Vision Government Solutions is a leading high-tech Government Technology firm providing cutting-edge software and services to the public sector. The Software Support Specialist’s primary duty is to provide day-to-day software and database support to customers, applying troubleshooting and analysis techniques to resolve their questions.

Responsibilities

• Working directly with customers to answer all software questions and ensure complete resolution of software issues
• Serving as the “voice of the customer,” advocating internally to drive the product roadmap in a way that will be most beneficial to our customers
• Focusing on team processes to become increasingly more efficient in day-to-day activities
• Partnering with newly implemented or upgraded customers to ensure they have a smooth transition
• Aligning with internal teams on company strategy, working with strategic customers to help Vision meet its goals

Skills

• High-volume technical support experience with the ability to manage heavy caseloads efficiently
• Strong troubleshooting and analytical skills, with the ability to quickly learn complex systems
• Excellent communication skills, especially in writing clear case notes and customer updates
• Ownership mindset — proactive, accountable, and focused on improving processes
• Adaptability and comfort working in a fast-paced, constantly changing environment
• Experience supporting government, real estate, or other regulated/complex systems
• A proven ability to learn additional technical concepts
• Knowledge of SQL
• Knowledge of Salesforce
• Knowledge of JIRA
• Knowledge of Microsoft Office Suite

Qualifications

Must Haves

• High-volume technical support experience with the ability to manage heavy caseloads efficiently
• Strong troubleshooting and analytical skills, with the ability to quickly learn complex systems
• Excellent communication skills, especially in writing clear case notes and customer updates
• Ownership mindset — proactive, accountable, and focused on improving processes
• Adaptability and comfort working in a fast-paced, constantly changing environment
• Experience supporting government, real estate, or other regulated/complex systems
• A proven ability to learn additional technical concepts

Nice to Haves

• Knowledge of SQL
• Knowledge of Salesforce
• Knowledge of JIRA
• Knowledge of Microsoft Office Suite

Benefits

• Medical, dental and vision insurance
• 401k match