Senior Software Support Specialist

Senior Software Support Specialist

$35/hour Hybrid Downtown Dallas

You are an experienced software support professional who combines strong troubleshooting skills with excellent judgment polished/professional communication and dependable follow-through. You will support executive and management level users of custom software handling approximately 90% of requests by email and 10% by phone.

Professionalism is essential to success in this position. We are looking for someone who takes ownership of issues communicates clearly and respectfully shows leadership potential displays a strong work ethic and consistently represents the support team well in every interaction.

Position Highlights

• Pay: $35 per hour.
• Location: Hybrid with potential transition to primarily onsite. Currently the role offers a combination of remote and onsite work at our downtown Dallas office. Our returntooffice approach is under active review and may shift to a primarily in-office model.
• Employment type: Contract with potential for a long-term assignment and/or conversion to full-time employment based on business needs and performance.
• Schedule: Rotating dayshifts; Some weekends/holidays and OT required as needed. Scheduling flexibility available.
• Benefits: Medical dental and vision benefits available.

What You Will Do

• Independently investigate and resolve software support requests using sound troubleshooting methods and established procedures.
• Ask focused questions gather relevant details and reproduce reported issues when possible to identify the appropriate next steps.
• Write clear accurate professional emails that explain solutions in language users can understand.
• Own assigned requests from initial response through resolution providing timely updates and following through on commitments.
• Prioritize requests based on urgency and business impact while maintaining accuracy and service quality.
• Recognize when an issue requires escalation and provide complete documentation of the problem troubleshooting performed and findings.
• Maintain useful support records and clear shift handoffs so users receive consistent service.
• Identify recurring issues and contribute practical improvements to support documentation and processes.

Required Experience and Qualifications

• 3 years of professional technical support software support application support or help desk ( helpdesk )experience including direct responsibility for troubleshooting software issues not just escalations.
• A bachelors degree from an accredited college or university (no trade schools accepted).
• Demonstrated ability to resolve issues beyond routine questions and standard scripted responses.
• Excellent written and spoken English including strong grammar attention to detail and the ability to explain technical information clearly.
• Experience managing multiple support requests and documenting work accurately.
• Ability to work independently exercise sound judgment and remain productive when working in a remote environment.
• Consistent professionalism punctuality accountability and respect for users and colleagues.
• Ability to remain calm patient and tactful when assisting frustrated users or handling urgent requests.

Preferred Qualifications

• 4 years of relevant support experience.
• Experience working in a corporate environment.
• Experience supporting custom or proprietary business software.
• Experience in an environment where email is the primary support channel.
• Advanced Microsoft Office Skills (Excel PowerPoint Outlook etc.)
• Deep understanding of SharePoint
• Prior experience with ServiceNow or equivalent ticketing system
• Actively using and advancing your skill set in at least one AI tool ( Claude CoPilot Gemini ChatGPT Grok etc.).

Why Join This Team

Join an established support team with low turnover supportive management and high standards for service. You will work alongside experienced colleagues in a collaborative environment that values reliability professional communication and pride in the quality of your work.