The Customer Software Support Specialist is a product expert in the multi-faceted operation of the software, providing guidance/assistance to customers with a vast array of concerns including software installation, product functionality, problem-solving and day-to-day operations. Software Support Specialist must possess the ability to articulate complicated technical problems and solutions effectively when communicating with the company’s customer via email and telephone.


  • Responsible for providing outstanding customer support and being constantly approachable to our customers and business partners.
  • Assistance is sought primarily through our telephone and email.
  • Maintain a productive attitude in the workplace, presenting challenges in a positive light and offering practical approaches to overcoming difficult challenges while treating all individuals with respect.
  • Research problems and customer inquiries.
  • Resolve issues/problems in a timely manner.
  • Input and maintain case details and e-mails into the case tracking system.
  • Install and configure CostGuard software onto SaaS servers.
  • Install CostGuard service packs, patches, updates and required third-party updates.
  • Interact/communicate with internal IDI departments.
  • Continue to learn and research new technology.
  • Available to customers and teammates with regular, punctual, and reliable attendance.  Shifts are scheduled within 8:00 a.m. to 9:00 p.m.
  • Participate in on-call and install rotations requiring 24×7 availability.
  • Uphold company policies and procedures.
  • Perform additional related responsibilities as requested.

Bachelor’s Degree in Computer Science or related field and/or 2-4 years of relevant experience.


  • Previous telecommunications experience a plus.
  • Strong interpersonal skills.
  • Able to handle challenging situations with composure, professionalism and courtesy.
  • Must have computer knowledge and related technical skills.
  • Strong written and verbal communication skills a must.
  • SQL experience is strongly preferred.


Office environment. Use of telephone and computer frequently. Must be available 24X7 on an on-call basis and installation rotations. Will be required to cover evening rotations as scheduled. Occasional travel may be required, (less than 5%).


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