Operations Coordinator

About the Opportunity:A division of a leading provider of mission critical software to the public sector is seeking a Software Support Specialist. This role serves as the front-line point of contact for customers, delivering support via phone, chat, and email. The position involves troubleshooting technical issues, ensuring quality case handling, and maintaining positive customer interactions. This remote role is open across the US with preference for Florida-based candidates, operating in the Central time zone from 8 am to 5 pm, Monday to Friday.

Responsibilities

• Monitor and respond to incoming support calls and emails• Resolve issues or escalate to appropriate teams as needed• Use existing documentation for troubleshooting guidance• Maintain client relationships• Create and deliver support documentation and webinars• Assist with software upgrade deployments• Multitask across multiple systems during customer troubleshooting• Serve as the primary customer contact• Communicate technical information clearly to team members and customers• Diagnose and outline paths to resolve technical issues• Proactively improve processes, technical articles, and procedures to prevent issue recurrence

Requirements

• 2 to 4 years of experience in customer service/support or IT/help desk environments• Experience working with SQL• Technical support troubleshooting experience• Basic computing and networking knowledge• Ability to explain technical concepts to non-technical users• Strong customer service and interpersonal skills• Effective time management and prioritization abilities• Experience in a Windows environment• Flexibility to participate in rotating 24/7 on-call schedule covering phone, chat, and email support for hardware and software issues

Technical Skills That Will Help:• Windows Server• Windows Powershell• JIRA Service Desk• Research and troubleshooting of software and technical problems Benefits & Perks:• 401(k) plan• Generous vacation policy• Health, dental, vision, life, and disability insurance• Casual work environment• Lifestyle rewards perk of $325 annually Note:“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”