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# Software Support Specialist

- **Company:** Arcoro
- **Location:** Phoenix, AZ, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Outlook, Software as a Service, Human Resources Information System (HRIS), Issue Tracking Systems, Microsoft Office, Salesforce.Com, Time Tracking Software, Zendesk
- **Published:** August 15, 2026
- **Apply:** https://jobs.ourcareerpages.com/job/1002759?source=Arcoro&jobFeedCode=Arcoro

## About the Role

* Experience in customer support, SaaS support, or technical service roles
 * Strong problem-solving and troubleshooting skills
 * Excellent communication and interpersonal skills
 * Ability to manage multiple requests in a fast-paced environment
 * Strong attention to detail and organizational skills
 * Ability to follow processes and escalate issues appropriately
 * Customer-focused mindset with a proactive approach
 * Proficiency with Microsoft Office tools (especially Excel and Outlook)

Preferred Qualifications

 * 1+ years of experience supporting HRIS, payroll, benefits, or time tracking systems
 * Experience with support platforms such as Zendesk, Salesforce, or similar tools
 * High school diploma or equivalent required; college degree preferred

## Description

The Software Support Specialist is responsible for providing front-line technical support to customers, resolving platform-related issues, and ensuring a high-quality customer experience. This role works directly with customers to troubleshoot issues, provide solutions, and escalate complex problems when necessary.

The Software Support Specialist plays a key role in maintaining customer satisfaction, supporting product adoption, and ensuring timely resolution of support requests. This role requires to come in the Phoenix office on Tuesday & Wednesdays.

What You'll Do

 * Provide day-to-day support for customer HRIS platform usage
 * Respond to support requests via tickets, chat, email, and phone
 * Troubleshoot and resolve product or service issues in a timely manner
 * Identify root causes and deliver effective solutions
 * Follow escalation processes for complex or unresolved issues
 * Maintain strong customer relationships through responsive and professional support
 * Monitor communication channels (Zendesk, Outlook, Teams, etc.)
 * Document issues, resolutions, and relevant details in support systems
 * Apply a structured, logical approach to problem-solving
 * Collaborate with internal teams to resolve customer concerns
 * Contribute to team goals and support continuous improvement efforts

What Success Looks Like

 * Timely and effective resolution of customer issues
 * High levels of customer satisfaction and positive support experiences
 * Accurate and thorough documentation of support interactions
 * Proper use of escalation paths and issue tracking
 * Strong collaboration with internal teams
 * Consistent adherence to support processes and service standards


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