Technical Support Specialist (Entry Level)

The Technical Support Specialist serves as a primary point of contact for customers using ProPhoenix software solutions. This role is responsible for troubleshooting, diagnosing, and resolving technical issues while delivering exceptional customer service. The ideal candidate combines strong technical knowledge with excellent communication skills and a customer-first mindset.

Key Responsibilities:

• Provide Tier 1 and Tier 2 technical support via phone, email, and remote access tools
• Troubleshoot software, database, and basic network-related issues
• Document support cases accurately in the ticketing system
• Escalate complex issues to senior technical staff or development teams when necessary
• Assist customers with software configuration, updates, and system optimization
• Reproduce and document software defects for engineering review
• Maintain knowledge of product updates, releases, and new features
• Develop and maintain internal knowledge base articles
• Participate in on-call support rotation as required

Qualifications Required:

• Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
• Technical support experience in a software or IT environment
• Strong understanding of:
• Windows operating systems
• Microsoft SQL Server
• Networking fundamentals (TCP/IP, DNS, VPN)
• Experience with remote support tools
• Excellent troubleshooting and analytical skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to remain calm and helpful when speaking with stressed first responders
• Natural curiosity for how software works and a "can-do" attitude toward technical challenges.

Preferred:

• Familiarity with ProPhoenix products or similar public safety software solutions.
• Experience in providing technical support to clients.
• Understanding of public safety systems, such as CAD, RMS, and Jail Management Systems.

Only qualified applicants will be contacted.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Work Location: In person