Software Support Specialist

Dealerpolicy Williston , VT 05495

Posted 2 weeks ago

  • Monitor Zendesk ticket queue to provide a timely response to product support inquiries
  • Troubleshoot reported issues and either escalate to Product Development team or help educate end users, as applicable
  • Assess impact, severity, and priority of issues and clearly communicate with steps to reproduce and/or supporting information to the Product Development team
  • Proactively communicate resolutions and status updates to afflicted customers
  • Escalate high and critical severity issues to Tier 2 Support
  • Monitor system, infrastructure, and security alerts, perform and document root cause analysis
  • Assist with release preparation and testing, close out Support tickets when confirmed fixed
  • Serve as a product quality advocate. Keep up to date with new features and current issues while providing quality feedback to product and development teams regarding customer requests, issues and trends
  • Help further define and improve the product support process
  • Participate in potential night and weekend on-call


  • Passion for quality and strong attention to detail in all facets of work
  • Strong critical thinking and problem-solving skills
  • Excellent communication skills
  • Degree in Computer Science, IT or equivalent experience desired
  • Working from our Williston, VT headquarters is required
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Software Support Specialist