Software Support Specialist I

Job Description

Job Description

Overview:

Avivatech, LLC is seeking a Software Support Specialist (SSS) to join our help desk support team. In this role, the SSS is responsible for troubleshooting level 1 help desk support inquiries from end users and reseller partners via phone calls, emails, and chat messages. Additionally, monitoring and reporting the status of hosted software environments is a requirement. As a 24/7 support provider, the SSS will be required to work some non-business hours and weekends. We are seeking candidates that can work from our Alpharetta office with some hybrid work-from-home opportunities when working outside of normal business hours and on weekends.

Avivatech, LLC is a rapidly growing software technology company committed to transforming the way banks and retailers harness technology to revolutionize their legacy cash and check management systems. Avivatech’s software solutions deliver efficient transactions and total control so our clients can increase accuracy, gain efficiencies, and reduce costs and risk within their store/branch operations.

Our culture fosters innovation, collaboration, and continuous learning, empowering employees to make meaningful contributions and grow alongside the company.

Key Responsibilities:

• Serve as the initial point of contact for customers and resellers seeking technical assistance via phone, email, or other communication channels.
• Troubleshoot and resolve software support requests related to Avivatech’s suite of products, documenting issues in detail and escalating as necessary.
• Log, track, and manage support cases using help desk ticketing software, ensuring all interactions are accurately recorded.
• Provide clear, concise communications to users regarding status updates, solutions, and follow-up actions.
• Collaborate with internal teams to escalate complex issues or provide feedback on recurring problems.
• Maintain up-to-date knowledge of Avivatech’s software solutions and support processes.
• Participate in after-hours and weekend on-call rotations, delivering support remotely as assigned.

Qualifications:

• High school diploma or equivalent required; associate’s or bachelor’s degree in computer science, Information Technology, or related field preferred.
• 1+ years of experience in a technical support, help desk, or customer service environment.
• Basic understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to work independently, particularly during after-hours and weekend shifts.
• Customer-centric attitude with a passion for problem solving.
• Must be able to work onsite in Alpharetta, GA during regular business hours and remotely during off hours as needed.

Working Conditions/Physical Requirements of the Job:

• Works effectively in a business office environment (Alpharetta, GA).
• Home office work environment that includes: a desk, chair, internet connection, etc.
• 40 hours a week with opportunity for occasional overtime
• Available for occasional after-hours consultation with clients and/or management across time-zones.

Compensation and Benefits:

• Competitive pay commensurate with experience.
• Comprehensive benefits package, including health, dental, vision, and life insurance.
• 401(k) with company matching.
• PTO (Paid Time Off) and paid holidays.
• Professional development opportunities.
• Supportive, collaborative work environment.

The above is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor is it intended to be an exhaustive list of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.