Software Support Specialist

At Frontier Energy, we're more than just engineers and professionals-we're a team of innovators, problem-solvers, and visionaries dedicated to advancing clean energy solutions. Our mission is to pioneer the intelligent use of energy for a sustainable and resilient future.

We offer a collaborative and dynamic workplace where your ideas are heard, nurtured, and transformed into impactful solutions. With a flat hierarchy and open-door policy, every team member is empowered to experiment, take ownership, and make a real difference.

Beyond fostering an inspiring culture, we provide competitive compensation, comprehensive benefits, and opportunities for growth. Join us and be part of a team that's shaping the future of energy while leaving a positive impact on the world.

The Software Support Specialist is responsible for providing technical support and guidance to customers using Frontier Energy's software platforms and technology solutions. This role serves as a primary point of contact for application support, onboarding, training, and issue resolution, working closely with customers and internal teams to troubleshoot issues, maintain system functionality, and deliver a high-quality customer support experience.

Key responsibilities include but are not limited to:

• Serve as a primary point of contact for customer support requests, product inquiries, and technical issues.
• Troubleshoot software, configuration, workflow, and user access issues to identify and resolve root causes.
• Document, track, prioritize, and manage support tickets through resolution in accordance with established service levels.
• Perform user administration, configuration updates, and routine system maintenance activities.
• Escalate complex issues to application consultants, analysts, developers, or other technical resources as appropriate.
• Communicate issue status, resolutions, workarounds, and technical guidance to customers and stakeholders.
• Create and maintain support documentation, knowledge base articles, troubleshooting guides, and user resources.
• Assist with customer onboarding, product training, and user support activities.
• Support testing, validation, and deployment activities associated with software releases and system enhancements.
• Identify recurring issues, process inefficiencies, and opportunities to improve application stability, support processes, and customer experience.

Required Skills

• High School Diploma or GED (General Educational Development) equivalent.
• 2-3 years of experience in Customer Success, Customer Support, Account Management, Help Desk, or a related customer-facing role.
• Technical Troubleshooting and Problem Solving
• Customer Support and Service Delivery
• Ticket Management and Issue Tracking
• Documentation and Knowledge Base Management
• User Training and Support
• Organization and Priority Management
• Cross-Functional Collaboration
• Attention to Detail

Preferred Skills

• Experience supporting software platforms, SaaS solutions, or technology-enabled services.
• Customer Onboarding and Training
• CRM, Ticket Management, or Customer Support Platforms
• External Client and Customer-Facing Support
• Customer Feedback and Usage Analysis
• Agile or Iterative Delivery Methodologies