Software Support Specialist

In this role, you will help customers resolve software-related problems, maintain reliable system operations, and work with internal technical teams to investigate and resolve more complex issues., * Provide technical support for software applications, POS systems, and related business technology.

• Respond to customer questions and troubleshoot software functionality issues.
• Diagnose problems involving application configuration, system connectivity, and data processing.
• Assist with software installation, configuration, updates, and basic system maintenance.
• Guide customers through software features, system procedures, and troubleshooting steps.
• Document support requests, solutions, and recurring technical issues.
• Escalate complex problems to the appropriate technical team when necessary.
• Help test software updates and verify that reported issues have been resolved.
• Maintain clear communication with customers regarding issue status and resolution.
• Identify recurring problems and recommend improvements to support processes.
• Assist with customer onboarding and software training when needed.

• Familiarity with software applications and basic technical troubleshooting.
• Strong customer service and problem-solving skills.
• Ability to explain technical information in clear, user-friendly language.
• Basic understanding of Windows-based systems, networking, and application configuration.
• Good written and verbal communication skills.
• Ability to organize support requests and manage multiple priorities.
• Attention to detail when documenting technical issues and solutions.
• Ability to work independently and collaborate with technical team members.

Preferred Qualifications

• Previous experience in software support, help desk support, or technical customer service.
• Familiarity with point-of-sale systems or restaurant and retail technology.
• Experience troubleshooting payment terminals, receipt printers, or peripheral devices.
• Knowledge of databases, basic SQL, or software integrations.
• Familiarity with remote support tools and ticketing systems.
• Experience training customers or supporting business software users.

• Suggested annual salary: $50,000-$70,000, subject to employer confirmation.
• Final compensation may vary based on experience, technical knowledge, and job responsibilities.
• Health insurance, paid time off, retirement plans, and other benefits should be confirmed with the employer before publication.

Diamond Data International should verify the position, approved salary range, work location, and actual benefits before publishing this description as an active vacancy.

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Relocation assistance

Diamond Data International is an Albany, New York-based technology provider specializing in point-of-sale systems and business technology solutions for restaurant, hospitality, and retail operators. Its services include POS software and hardware, payment processing solutions, system implementation, customer training, and ongoing technical support.

The company helps businesses maintain reliable technology operations and improve everyday transaction and workflow processes.