Software Support Specialist (Information Technology)

Core responsibilities of the position include, but are not limited to, the following:

- Technical phone support to customers
- Documentation of all customer communication through internal ticketing system, Team Support.
- Diagnosing software issu es and b ugs, p e rforming a ppropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.
- Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications
- Learning, understanding, imp lementi ng and training on a variety of software applications
- Identification and communication of additional r evenue streams/opportunities
- Providing regular and timely status reports and progress of assi gned wor k to the Manager of Support Services

Essential Qualifications:

The desired candidate m ust poss ess a high level of initiative, a ptitude and energy in order to succeed in a fast-paced setting. We also desire several of the following attributes:

- 1-2 years c ustomer service experience in a technical environment required
- Experience working within or as a vendor f or local government tax appraisal,



assessment and collection groups a plus
- Familiarity with using CRM Platforms to document all customer communication
- History of use with Microsoft 365, Teams, and VOIP systems preferred
- Demonstrated ability to leverage AI-assisted tools to improve research, docum entatio n, troubleshooting, and overall productivity.
- Ability to identify customer business challenges and communicate opportunities for p rocess impr ovement, automation, or AI-driven solutions.
- Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
- Ability to analyze custa mer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
- Strong organizational skill s wit h the ability to prioritize competing demands while maintaining attention to detail.
- Commitment to continuous learning and adoption of emerging technologies and best practices.
- Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.

Salary range: $65,000 - $75,000 USD per year.

Salary Minimum: 75000Salary Maximum: 75000

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📌 Software Support Specialist (Ottawa)
🏢 Canadian Inclusion
📍 Ottawa