Technical Support Specialist

Position Summary
Ideal Software Systems is seeking a customer-focused and technically skilled Technical
Support Specialist to join our Customer Support team. This role serves as a primary point of
contact for customers after implementation, providing technical assistance, troubleshooting,
training, and ongoing support to ensure customers maximize the value of their software and
hardware solutions.
The Technical Support Specialist works directly with customers via phone, email, remote
support sessions, and ticketing systems to diagnose issues, resolve technical problems, answer
operational questions, and deliver an exceptional support experience. This position combines
technical troubleshooting, customer service, product expertise, and problem-solving to help
customers maintain efficient business operations.
The ideal candidate enjoys helping others, solving technical challenges, building customer
relationships, and working collaboratively with internal teams to drive successful customer
outcomes.

Why Join Ideal?
● Work with industry-leading software and payment technologies
● Develop expertise in business operations, software systems, and payment processing
● Collaborate with customers across North America
● Gain experience in customer success, technical support, and software operations
● Advance into senior support, training, implementation, customer success, or leadership
roles
Key Responsibilities
Customer Support
● Provide professional and timely support via phone, email, chat, and remote assistance
tools.
● Troubleshoot software, hardware, payment processing, and operational issues.
● Document customer interactions, troubleshooting steps, and resolutions within support
systems.
● Manage support tickets to ensure timely response and resolution.
Technical Troubleshooting
● Diagnose and resolve software configuration issues.
● Assist customers with system setup, configuration changes, and operational workflows.
● Troubleshoot network connectivity, workstation, peripheral, and payment device issues.
● Escalate complex issues to senior technical resources when appropriate.
Customer Education
● Guide customers through system functionality and best practices.
● Provide refresher training and operational assistance.
● Assist customers with new features, upgrades, and software enhancements.
● Create and maintain customer-facing documentation and knowledge base content.
Case Management
● Prioritize and manage multiple support requests simultaneously.
● Track issue resolution progress and maintain customer communication.
● Ensure accurate documentation of customer issues and resolutions.
● Identify recurring issues and recommend process improvements.
Team Collaboration
● Partner with Implementation, Development, Product, and Operations teams to resolve
customer issues.
● Participate in product testing and feedback initiatives.
● Share knowledge and best practices across support teams.
● Contribute to continuous improvement of support processes and customer satisfaction
initiatives.
Required Qualifications
● Excellent verbal and written communication skills
● Strong troubleshooting and problem-solving abilities
● Customer service or customer support experience
● Working knowledge of Windows operating systems
● Basic networking knowledge including TCP/IP, LAN/WAN, and wireless networking
● Ability to manage multiple priorities in a fast-paced environment
● Strong organizational and documentation skills
Preferred Qualifications
● Experience supporting software applications
● Experience in a call center or technical support environment
● Familiarity with POS systems or payment processing technologies
● Knowledge of SQL or database concepts
● Experience using CRM, ticketing, or help desk systems
● Associate or Bachelor's degree in Information Technology, Business, or related field