Solution Support Specialist I

Solutions Support Specialist I

Position Summary:
The Solutions Support Specialist I provides technical support to our global customer base, helping resolve issues related to authoring, publishing, deployment, and access of technical information and software usage. This role requires strong problem-solving skills, effective communication with both technical and non-technical users, and close collaboration with our software development team to ensure timely resolutions.

What You'll Do:
* Interface with internal and external customers to research, reproduce, and resolve reported software or content issues
* Maintain and manage the customer support ticketing system
* Respond to trouble tickets, calls, and emails with professionalism and clarity
* Collect test data and information from customers to assist with troubleshooting
* Perform follow-ups with customers to ensure issues are resolved and satisfaction is achieved
* Create and expand customer knowledge base articles from common problems and solutions
* Stay current with evolving product releases and software changes
* Collaborate with development teams (Information Architects, Analysts, Developers) on software-related issues
* Share knowledge through training, documentation, or informal sessions
* Contribute to software development life cycle (SDLC) and support process improvements

What You Bring:
* Associate or Bachelor's degree in computer science, information systems, computer engineering, or related field; or equivalent experience
* 0-2 years of experience in troubleshooting, technical consulting, or customer support for software or data systems
* Knowledge or experience with enterprise databases (SQL Server, Oracle), programming (.NET, Java), markup languages (XML, SGML, HTML), or GUI development is preferred
* Familiarity with SDLC practices and customer support/issue tracking systems is a plus
* Basic to intermediate skills with Microsoft Word, Excel, and databases (queries, updates, lookups)
* Strong problem-solving and decision-making skills
* Ability to explain technical concepts to both technical and non-technical audiences
* Excellent communication and collaboration skills, with a focus on customer satisfaction

Work Environment:
* General office setting with extended periods of sitting/standing and computer use
* May occasionally require overtime, weekends, or holiday work to meet deadlines
* Infrequent travel by car or plane may be required for customer meetings

Benefits:
* Flexible scheduling
* Unlimited PTO
* Health/Dental/Vision Insurance with company allowance
* Retirement plan (401K) & Employee Stock Ownership Plan (ESOP - Employee Owned)

What You May Have Done in the Past:
* Provided help desk or technical support for software applications or IT systems
* Worked with databases (queries, lookups, troubleshooting data issues)
* Assisted in the development, publishing, or deployment of technical documentation or software tools
* Supported internal or external users by resolving technical issues and creating user documentation

Equal Opportunity Employer:
O'Neil & Associates, Inc. is an equal opportunity employer, providing equal employment opportunities to all qualified individuals without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, Vietnam Era or other eligible veteran status, or any other protected factor. Applicants must be authorized to work in the United States without sponsorship.