Software Support Specialist

We are hiring a Software Support Specialist to provide day-to-day technical support for K12 Asset Pro. The primary responsibility is responding to customer support emails and resolving technical questions from users of the software. Typical questions range from straightforward issues such as password resets to more involved questions about software functionality, where the work often involves identifying workarounds within the software to help customers accomplish their goals.

Secondary responsibilities include proactive outreach to customers to check in on their use of the software and to prompt those who have not yet scheduled their onboarding or training sessions to do so.

A significant portion of the role involves building custom reports for customers in Excel. Strong Excel skills are essential.

Schedule and compensation

The position begins at 20 hours per week, structured as approximately 5 hours per day, 4 days per week. Some flexibility is available to accommodate other part-time commitments, but some regular weekly hours are expected so that customers can reliably book support and training time.

Within the next 3 to 6 months, we anticipate this role growing into a 30 to 40 hour per week position, at which point the role would become eligible for benefits.

Do you have experience in Spreadsheets?, The ideal candidate will demonstrate:

• Strong general aptitude with software and technology. Much of the work involves problem-solving within an application to identify workarounds and solutions for customer requests.
• Comfort with customer-facing written communication, particularly email. Clear, professional, and patient writing is important.
• Solid Excel skills, including comfort with functions such as XLOOKUP. Advanced formula expertise is not required, but the candidate should be able to manipulate data, build clean reports, and troubleshoot common spreadsheet issues independently.
• Reliability and consistency. Customers depend on predictable support hours.

Prior experience in K-12 education or with specific support tools is not required. New hires will work hand in hand with their manager throughout the learning period, with the ability to escalate unfamiliar or complex questions as needed.

Divot Assets is a growing startup that provides fixed asset inventory services and tracking software to public K-12 school districts across the United States. Our software product, K12 Asset Pro, helps districts manage and account for the equipment and assets across their schools. As a small and expanding team, we work closely together and value people who take initiative, learn quickly, and care about doing quality work for our customers.