[Hiring] Software Technical Support @Bill Alexander Ford Lincoln

Role Description

The Software Technical Support Specialist is responsible for providing technical assistance, troubleshooting, and customer support for software applications and systems. This role assists users with resolving software-related issues, maintaining system functionality, and ensuring a positive customer experience through timely and effective technical support.

The Software Technical Support Specialist collaborates with engineering, product, QA, and customer success teams to identify solutions, escalate complex issues, and improve support processes in a fully remote environment.

This is a fully remote position; however, applicants must currently reside in the United States and be legally authorized to work in the U.S. Applications from individuals residing outside the United States will not be considered.

Key Responsibilities

• Provide technical support for software applications, platforms, and user systems
• Diagnose and troubleshoot software issues through phone, email, chat, or remote support sessions
• Document technical issues, resolutions, and support activities accurately
• Escalate complex technical problems to engineering or development teams when necessary
• Assist with software installations, updates, configurations, and user onboarding
• Monitor support tickets and ensure timely issue resolution
• Create and maintain support documentation, knowledge base articles, and user guides
• Collaborate with internal teams to improve product performance and customer experience
• Educate users on software functionality and best practices
• Ensure compliance with company support standards and service-level agreements

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field preferred
• 2–5 years of experience in technical support, software support, help desk, or IT support roles
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication abilities
• Basic understanding of software systems, networking, and operating systems
• Ability to explain technical concepts to non-technical users
• Strong customer service and problem-solving skills
• Ability to work independently and manage priorities in a remote environment

Requirements

• Must currently reside in the United States
• Must be legally authorized to work in the United States
• Applications from individuals residing outside the U.S. will not be considered

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with employer matching
• Paid time off (PTO) including vacation, holidays, and sick leave
• Life insurance and disability coverage
• Flexible remote work environment
• Professional development and certification reimbursement
• Employee wellness and assistance programs
• Potential performance-based bonuses and incentives