Senior Software Support Specialist

Senior Software Support Specialist

$35/hour | Hybrid | Downtown Dallas

 

You are an experienced software support professional who combines strong troubleshooting skills with excellent judgment, polished/professional communication, and dependable follow-through. You will support executive and management level users of custom software, handling approximately 90% of requests by email and 10% by phone.

 

Professionalism is essential to success in this position. We are looking for someone who takes ownership of issues, communicates clearly and respectfully, shows leadership potential, displays a strong work ethic, and consistently represents the support team well in every interaction.

 

Position Highlights

• Pay: $35 per hour.
• Location: Hybrid with potential transition to primarily onsite. Currently the role offers a combination of remote and onsite work at our downtown Dallas office. Our return‑to‑office approach is under active review and may shift to a primarily in-office model.
• Employment type: Contract, with potential for a long-term assignment and/or conversion to full-time employment based on business needs and performance.
• Schedule: Rotating dayshifts;Some weekends/holidays and OT required as needed. Scheduling flexibility available.
• Benefits: Medical, dental, and vision benefits available.

 

What You Will Do

• Independently investigate and resolve software support requests, using sound troubleshooting methods and established procedures.
• Ask focused questions, gather relevant details, and reproduce reported issues, when possible, to identify the appropriate next steps.
• Write clear, accurate, professional emails that explain solutions in language users can understand.
• Own assigned requests from initial response through resolution, providing timely updates and following through on commitments.
• Prioritize requests based on urgency and business impact while maintaining accuracy and service quality.
• Recognize when an issue requires escalation and provide complete documentation of the problem, troubleshooting performed, and findings.
• Maintain useful support records and clear shift handoffs so users receive consistent service.
• Identify recurring issues and contribute practical improvements to support documentation and processes.

 

Required Experience and Qualifications

• 3+ years of professional technical support, software support, application support, or help desk ( helpdesk )experience, including direct responsibility for troubleshooting software issues, not just escalations.
• A bachelor’s degree from an accredited college or university (no trade schools accepted).
• Demonstrated ability to resolve issues beyond routine questions and standard scripted responses.
• Excellent written and spoken English, including strong grammar, attention to detail, and the ability to explain technical information clearly.
• Experience managing multiple support requests and documenting work accurately.
• Ability to work independently, exercise sound judgment, and remain productive when working in a remote environment.
• Consistent professionalism, punctuality, accountability, and respect for users and colleagues.
• Ability to remain calm, patient, and tactful when assisting frustrated users or handling urgent requests.

 

Preferred Qualifications

• 4+ years of relevant support experience.
• Experience working in a corporate environment.
• Experience supporting custom or proprietary business software.
• Experience in an environment where email is the primary support channel.
• Advanced Microsoft Office Skills (Excel, PowerPoint, Outlook, etc.)
• Deep understanding of SharePoint
• Prior experience with ServiceNow or equivalent ticketing system
• Actively using and advancing your skill set in at least one AI tool ( Claude, CoPilot, Gemini, ChatGPT, Grok, etc.).

 

Why Join This Team

Join an established support team with low turnover, supportive management, and high standards for service. You will work alongside experienced colleagues in a collaborative environment that values reliability, professional communication, and pride in the quality of your work.