Software Support Technician

Fullsteam

. Provide professional, timely, and effective technical support to customers by telephone and through remote internet support .

Posted 10/5/2026full-timeRemote • Pennsylvania • United StatesMid-LevelSenior💰 $20 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support, troubleshooting software and networking issues, and creating clear technical documentation. Proficient in using remote support tools and support ticketing systems to enhance customer experience and streamline processes.

Highest-signal resume keywords

Technical SupportRemote Desktop SoftwareSupport Ticketing SoftwareTechnical WritingTroubleshooting Windows Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingSoftware InstallationBasic Networking PrinciplesSoftware TestingSQLTechnical DocumentationAnalytical SkillsProblem-SolvingAttention to DetailCustomer Service

Soft Skills

Verbal CommunicationWritten CommunicationPatienceCollaborationIndependence

Tools & Technologies

Remote Support ToolsHelp Desk SoftwareTicketing SystemBusiness Management SoftwarePoint-of-Sale Software

Certifications & Qualifications

Associate's Degree in Information TechnologyAssociate's Degree in Computer Science

Industry Keywords

Customer SupportHelp DeskTechnical SupportService Industry SoftwareRetail Software

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Provide professional, timely, and effective technical support to customers by telephone and through remote internet support
Troubleshoot and resolve software, system, and basic networking issues
Assist customers with software installation, setup, configuration, and usage
Use remote support tools to diagnose and resolve customer issues
Document customer issues, troubleshooting steps, and resolutions in the company's support ticketing system
Escalate complex or unresolved issues to appropriate internal team members
Test new software updates and enhancements to identify potential issues before release
Document software testing results and communicate findings to appropriate teams
Create and maintain customer-facing technical documentation, including setup guides, how-to instructions, and software usage documentation
Explain technical concepts and software functionality to customers with varying levels of technical experience
Collaborate with internal teams to identify recurring issues, improve support processes, and enhance the customer experience
Stay current on company software, new features, and technical procedures
Identify opportunities to improve efficiency, streamline troubleshooting, and strengthen customer support

Requirements

What you’ll need

Associate's degree in Information Technology, Computer Science, or a related technical discipline
Previous customer service, help desk, technical support, or systems administration experience
Understanding of basic networking principles and troubleshooting concepts
Experience using remote desktop or remote support software
Experience using support ticketing or help desk software
Strong technical writing skills, including the ability to create clear, accurate, customer-facing technical documentation
Excellent verbal and written communication skills
Ability to patiently guide users through software setup, troubleshooting, and usage
Ability to explain technical information clearly to individuals with varying levels of technical knowledge
Strong analytical and problem-solving skills
Ability to learn new software and technical concepts quickly
Strong attention to detail, particularly when documenting issues and resolutions
Ability to work independently, prioritize tasks, and collaborate effectively with a team
Experience supporting business management, retail, point-of-sale, or service industry software
Experience troubleshooting Windows-based applications and computer systems
Familiarity with software testing and quality assurance processes
Experience creating user guides, knowledge base articles, or other technical documentation
Familiarity with databases, SQL, or other business software technologies
Experience providing remote technical support to multiple business locations

Benefits

Comp & perks

Training is provided to all new hires
Inclusive workplace that values diversity of thought, experience, and background
Equal Opportunity/Affirmative Action employer