Software Application Support Specialist

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we've been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you'll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you're passionate about making a meaningful difference, we'd love to hear from you.

The Role

As a Software Application Support Specialist, you will be responsible for triaging, debugging, and resolving application issues, ensuring smooth and reliable operation for our users. Your strong understanding of the application's workflows and technical details will enable you to quickly identify and address problems. Additionally, your analytical skills will help you detect recurring issues, suggest process improvements, and enhance overall application performance.

What You'll Do

Issue Triage & Resolution

• Review the intake and prioritization of support tickets, ensuring that issues are addressed efficiently based on their impact and urgency
• Oversee the resolution process, maintaining high standards for quality and response time
  
  

Client Interaction & Support

• Serve as a key point of contact for customers, helping them navigate complex technical issues, offering guidance and assistance with debugging, and ensuring that their needs are met with effective, tailored solutions that build trust and satisfaction
  
  

Technical Solutions & Problem-Solving

• Engage in product development tasks within the support role to proactively address underlying issues and enhance product stability, delivering greater value to the team and end-users
• Develop and implement quick fixes (hotfixes) for urgent issues, ensuring timely resolutions for critical problems. Additionally, create automated scripts to address common data integrity issues, boosting overall support efficiency
  
  

Process Improvement

• Identify recurring issues and their root causes
• Proactively recommend and implement changes to prevent future problems, streamline support workflows, and enhance both customer and internal team experiences
  
  

Cross-functional Collaboration

• Work closely with development, operations, and partner success teams to improve application performance, security, and overall user satisfaction
• Ensure seamless communication and alignment across departments
  
  

Comprehensive Documentation

• Maintain detailed records of issues, resolutions, and support-related deployments
• Ensure proper documentation for future reference, compliance, and knowledge sharing
  
  

Client Training & Empowerment

• Provide training and guidance to customers, helping them maximize their use of the product and take advantage of advanced features, ensuring they achieve the maximum value from the software
  
  

24/7 Support Rotation

• Participate in Versaterm's on-call support rotation to provide emergency assistance to customers outside of regular business hours as needed
  
  

What You Bring

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• Strong problem-solving skills and a passion for helping clients overcome technical challenges
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Proficiency in troubleshooting software issues and a solid understanding of Windows, Linux, and common web browsers
• Familiarity with troubleshooting mobile apps on iOS and Android
• Experience with CRM systems and support ticketing software is a plus
  
  

Equal Opportunity

Versaterm is committed to building and supporting inclusion, diversity, and equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact [email protected].