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# Software Support Specialist

- **Company:** EXPLORER SOFTWARE
- **Location:** United States (Remote available)
- **Salary:** $58,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Issue Tracking Systems, Microsoft Office, Zendesk
- **Published:** May 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=926597dff5c078cf

## About the Role

Do you have experience in Customer service?, * Minimum 2 years of experience in a customer service or software support role

 * Minimum 1 year of accounting experience
 * Minimum 1 year of experience working with accounting software
 * Strong verbal and written communication skills, with a focus on active listening, discovery, and resolution

Nice to Have:

 * Experience with support ticketing systems such as Zendesk or similar platforms
 * Proficiency in Microsoft tools including Outlook, Excel, Word, and Teams

## Description

Explorer Software is looking for a skilled, customer-focused Software Support Specialist to join our fully remote Customer Support team. In this role, you'll serve as a trusted resource for our construction ERP customers - helping them resolve technical issues, get the most out of their software, and feel genuinely supported at every stage. You'll work alongside a collaborative team that values responsiveness, deep product knowledge, and a commitment to long-term customer success. This is a full-time permanent position suited to a proactive, adaptable professional who communicates clearly, thinks critically, and thrives in a fast-moving support environment.

Areas of responsibility include but are not limited to:

 * Provide responsive, professional ticket and phone-based support to Explorer Software customers, resolving technical issues related to our construction ERP products with accuracy and care
 * Identify the most effective resolution path for each customer issue based on context and system knowledge, ensuring timely and consistent outcomes
 * Educate users on system functionality in line with Explorer's default configuration, helping customers build confidence and self-sufficiency
 * Escalate complex or unresolved issues to technical or product teams as appropriate, with clear documentation of findings
 * Contribute to a collaborative support environment, using swarm techniques to address complex or urgent issues as a team
 * Document frequently asked questions and known issues in internal knowledge bases to support team efficiency and consistency
 * Stay current on new product features and ERP updates, applying that knowledge to improve support quality
 * Contribute to customer enablement materials and documentation improvement efforts


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