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Software Support Specialist, Tier 2 (2nd Shift)

2019-10-21 USD 100 1000000 Contract 2019-11-20
  • Profession:

    Information Technology
  • Specialty:

    Help Desk
  • 321 Main St.


    Boca Raton
5810 Coral Ridge Drive, Suite 250 Coral Springs FL 33076 USA
customer support [+954-656-8600] [email protected]
  • Status:

  • Term:

  • Job Id:




Software Support Specialist (Tier 2) (2nd Shift)
Location: Boca Raton, FL
Duration:  6 months +
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US


TekPartners has some of the most sought after Information Technology positions available.  As a reputable company in the IT staffing industry, you can trust us to place you in the right position. We currently have an opportunity for a Software Support Specialist (Tier 2) (2nd Shift) in Boca Raton, FL



  • High aptitude in problem solving and customer service excellence
  • Computer operations/network related field or equivalent work experience
  • Interpersonal skills to interact with owners and studio members
  • Excellent communication skills
  • Highly organized and able to multi-task under time constraints
  • Ability to balance and prioritize work
  • A self-motivated team player
  • Strong customer service and troubleshooting skills
  • High energy, flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced and time-critical environment
  • May be required to work early morning, evening or even weekend shifts
  • May be required to work in a mobile capacity



  • 2+ years of experience in software support or call center environments
  • Experience working with Zendesk, Microsoft Applications is a plus.



  • Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures
  • Identifies, evaluates, promotes, and implements customer support best practices
  • Mentors, supports, and cross-trains other service desk analysts
  • Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact
  • Uses creativity and innovation to automate and streamline processes and procedures
  • Create/Ability to troubleshoot beyond the Level 1 Support Specialists and communicate with vendors, stakeholders and business owners
  • Ability to identify and create Problem tickets or MI (Major Incidents) as well as communicate those resolutions to Management and Team leaders
  • Manage and respond to software support tickets
  • Support and reinforce daily execution of systems and processes
  • Log and track inquiries using a problem management database and maintains detailed history of all issues and resolutions
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Follows up with customers to ensure that their inquiries are resolved
  • Coordinate the resolution of advanced issues with appropriate teams
  • Contribute to our Knowledge base (author and edit knowledge base articles)
  • Assist with database and other systems as required
  • Assist with support for all current and future technologies (training will be provided)
  • Assist in working with all functional teams to set up, maintain and support databases
  • Other related duties as appropriate and required


Our benefits package includes:

  • Comprehensive Medical Benefits
  • Competitive Pay, 401K
  • Retirement Plan
  • And Much More


About TekPartners:
TekPartners is one of the fastest growing private staffing firms in the United States. We are a premier provider of highly qualified IT talent, Workforce Solutions and Business Intelligence Solutions to many enterprise organizations across the nation. As experts in the industry, our team continues to match proven talent to the right job opportunity every day. 

TekPartners is an Equal Opportunity Employer.


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