Software Support Specialist (Web Based, Saas Troubleshooting Experience)

We're growing and looking to hire multiple Software Support Specialist to work from home.

Must have experience: Web-based (SaaS) and API (Postman) troubleshooting.

We are only hiring residents of Texas and New York state. We are not hiring in any other state.

How to Apply:

· Submit your resume in Word or PDF format. Don’t use Indeed formatted resumes.

You can also send your resume to careers@transfinder.com with "Software Support Specialist" in the subject line.

Who we are

Transfinder is a leading provider of transportation management and communication solutions, delivering faster, safer, and smarter technology for school districts and municipal governments. With a focus on client satisfaction, the company combines its cutting-edge solutions with award-winning customer service, fostering long-term relationships based on respect, confidence, integrity, and trust. Widely used by over 2,200 School Districts nationwide and in Canada, Transfinder is dedicated to ensuring their clients have the best possible transportation experience.

Why You’ll Love Transfinder:

· Cutting-Edge Technology: Get hands-on experience with the latest technology built upon Esri's industry-leading mapping and GIS technology

· Collaborative Environment: Join a team-focused workplace where collaboration is key. With an open-door management style and an entrepreneurial spirit, you'll have the opportunity to thrive and grow alongside talented professionals.

· Client-Centric Culture: At Transfinder, our clients come first. Experience a strong culture that empowers employees to anticipate and meet client needs, fostering ownership of support and service issues, and building long-term relationships based on respect, confidence, integrity, and trust.

· Award Winning Company: We're proud to have earned multiple "Best Places to Work" awards for our exceptional workplace culture. Join us and see why! https://www.transfinder.com/news_events/NY-State-SHRM-Best-Companies-Group-Name-Transfinder-a-Best-Company-to-Work-for-in-NYS_2319-blog.htm

· Award Winning Software: https://www.transfinder.com/news_events/Transfinder-Named-Best-Software-Hardware_2325-blog.htm

· Work-Life Balance: Enjoy the flexibility of working from home 100% remotely in Texas or New York State, allowing you to strike the perfect balance between your personal and professional life.

· Diverse Challenges: Ready to tackle diverse challenges? As a Software Support Specialist, you'll work on all aspects and levels of complexity to support our product suite, keeping things exciting and dynamic.

· Growing Company: 26 straight years of growth. https://www.transfinder.com/news_events/Transfinder-2023-Revenue-Up-23-Hits-35-4M-_2340-blog.htm

· Support Team Hours: Monday to Friday, 7am-7pm ET – staff work staggard shifts within this time frame with no on call work.

As a Software Support Specialist, you'll leverage your strong technical aptitude and Troubleshooting Experience to deliver exceptional support for the most innovative technology in the industry. Software Support Specialists work closely with Transfinder clients (School District Transportation and IT staff across North America) to resolve reported product issues

· Identify, diagnose, and troubleshoot technical problems with Transfinder products, providing effective solutions and guidance to our clients

· Regularly communicates with clients while tracking progress on client issues

· Collaborate with cross-functional teams to resolve complex technical issues

· Clearly and accurately update case progress within CRM by documenting troubleshooting notes and issue resolution

· Replicate and document potential product bugs for investigation by the development team

· Create and maintain knowledgebase articles to expand team expertise

· Stay up to date on product features and functionality to better support our clients

· Seek ways to improve service to our clients through process improvements and efficiencies

Required Skills:

· 2+ years of experience troubleshooting and supporting Enterprise Web Based (SaaS) software products.

· Proven knowledge of commonly used concepts, practices, and procedures for resolving software related issues

· Utilizing SQL queries to find common data issues.

· Ability to manage multiple support cases while maintaining quality and response time goals

· Exceptional analytical and problem-solving skills

· Client focused approach and mindset

· Excellent interpersonal skills with the ability to adapt to changing situations and personalities

· Communicate professionally and clearly to internal and external clients and stakeholders

· Work effectively both independently and as part of a collaborative team

· Goal driven professional with attention to detail

· Highly organized with effective time management skills

· Microsoft O365

· SaaS support experience

· API troubleshooting

· Technical mindset and able to quickly grasp new software and concepts

· Exago Reports

· Familiar with Active Directory/(Security Assertion Markup Language (SAML)/Single Sign On(SSO)

· Basic system administration and networking skills

Salary $50,000 to $75,000

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location.

These factors are taken into consideration during the employment offer process.

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have experience supporting SaaS (Web) applications for b2c or b2b customers? What were the applications and who used the products?
• We are hiring remote employees living anywhere in Texas or New York State. Apply for this role if you live in either state. The question below asking you if you live in a specific location is generated by Indeed and outside employers control and we cannot remove it. If you live in Texas or New York state please answer yes or the resume will be autorejected by Indeed.

Location:

• Albany, NY (Required)

Work Location: Remote