Software Support Specialist

Summary:  To provide excellent and punctual customer support for Primary Solutions’ software products. Evaluate customer’s needs, concerns, and requests, to determine and provide solutions. Have great communication skills for both external customers and internal teams. Be detail oriented with a drive to research, learn, and solve problems.

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 

1.       Act as point of contact for all inbound software product phone calls and emails.

2.       Be able to support multiple software products.

3.       Provide in-depth assistance to customers or gather facts about issues/concerns and forward to the appropriate, knowledgeable support level.

4.       Provide support to all customers through various communication methods including phone calls, email, and remoting sessions.

5.       Problem solves, test, troubleshoot, and recreate issues to provide detailed analysis for resolution.

6.       Find solutions to customer’s needs within the software provided.

7.       Coordinate internally with other departments to ensure ticket resolution.

8.       Follow up with customers on product enhancement request.

9.       Create written directives for customers including but not limited to step by step written documentation with visual assistance.

10.    Create and update software manuals and documentation.

11.    Create product enhancement tickets for customer requests or issues found within the software products.

12.    Provide individual customer trainings on software usage.

13.    Learn and share current and updated federal, state, and local rules and regulations.

14.    Conduct customer retention surveys and phone calls.



To Apply: Email resume to

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