Senior Software Support

Senior Software Support Specialist

$35/hour | Primarily Remote | Downtown Dallas

We are seeking an experienced software support professional who combines strong troubleshooting skills with excellent judgment, polished 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.

The role currently offers a combination of remote and onsite work at our downtown Dallas office. Our return‑to‑office 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.

Work authorization: Must be authorized to work in the United States without employer sponsorship.

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

• A minimum of 3 years of professional technical support, software support, application support, or help desk experience, including direct responsibility for troubleshooting software issues not just escalations.
• A bachelor’s 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

• Experience working in a corporate environment a plus.
• 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
• Willingness to learn and use AI tools (Claude, CoPilot, Gemini, 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.