Job Description

Purpose of this Position:

The Support Specialist ensures timely and effective resolution of technical and instructional issues for McLeod customers. This role acts as the frontline resource for diagnosing and troubleshooting software and hardware problems, managing escalations, and providing clear communication to maintain strong customer relationships. Their expertise helps minimize downtime and supports the overall success and reputation of McLeod’s product suite.

Essential Duties and Responsibilities:

• Provide exceptional support for McLeod customers regarding McLeod Software’s products.
• Diagnose and resolve complex technical and product functionality issues within software, PCs, 3rd party hardware.
• Test and reproduce issues to determine root cause analysis, and document any software deficiencies to be provided to the Imaging Product Group.
• Manage customer expectations regarding resolution timeframes and issue diagnosis.
• Escalate Requests as needed.
• Document all activities in McLeod's internal system.
• Record Support ticket requests in detail along with updating related customer information in McLeod’s internal system.
• Provide timely follow-up to customers.
• Post upgrade, integration, and migration testing during business hours and after hours.
• Maintain testing checklists.

Competencies:

• Ability to learn internal software and systems.
• Ability to build relationships and work effectively at varying organizational levels.
• Ability to maintain a friendly attitude with others.
• Ability to communicate technical information effectively.
• Ability to remain calm in stressful situations.
• Strong time management skills.
• Strong oral and written communication skills.
• Ability to multitask.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor's degree with 2+ years of technical support experience in a customer-facing role or 6+ years of technical support experience in a customer-facing role.
• Experience providing technical support in a customer-facing environment.
• Working knowledge of the software and/or transportation industry preferred.
• Intermediate knowledge of Microsoft Office Suite.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.