Support Specialist

𝗧𝗶𝘁𝗹𝗲: Software Support Specialist (Tier 1) 𝗖𝗼𝗺𝗽𝗮𝗻𝘆: DISCUS Software Company (Valstone Portfolio) 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: This position is fully remote and open to candidates across the USA only. DISCUS Software Company is growing and seeking a Software Support Specialist to join our team. This is a Tier 1, entry-level support role, well-suited for a customer-focused professional who learns quickly, communicates clearly, and takes pride in resolving issues from start to finish. The selected candidate will quickly learn our software applications and provide comprehensive first-line support to customers in the aerospace and manufacturing compliance space. DISCUS Software Company is a Valstone company. Valstone is an industrial software conglomerate that acquires and operates mission-critical software businesses across agriculture, logistics, food processing, bulk materials, and manufacturing — with 19 acquisitions completed and a long-term, buy-and-hold approach to building businesses, not exiting them. Valstone is part of the Valsef Group, alongside Valsoft (130+ acquisitions, $3B+ valuation), Permanent Corp, Valnet, and Valsef Capital. 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 Provide first-line technical support to customers by identifying and resolving customer issues. Reasonably and self-sufficiently resolve issues to conclusion without additional intervention. Troubleshoot various hardware and software issues, both internally and externally. 𝗗𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗧𝗼𝗼𝗹𝘀 Create template files for customers in Microsoft Excel based on your understanding and distillation of the customer's requirements. Document issues in our issue-tracking system. Develop technical literature. 𝗗𝗮𝘁𝗮 𝗦𝗲𝗰𝘂𝗿𝗶𝘁𝘆 Act as a custodian of the data you handle and adhere to current best practices for information security. 𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 𝗪𝗶𝗻𝗱𝗼𝘄𝘀 — Minimum of 2 years of experience with Windows 10. 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝗘𝘅𝗰𝗲𝗹 — Minimum of 2 years of experience with Microsoft Excel. 𝗘𝗺𝗮𝗶𝗹 — Minimum of 2 years of experience with an enterprise email client. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 — Minimum of 1 year of customer-facing support experience using email and voice. 𝗣𝗿𝗲𝗳𝗲𝗿𝗿𝗲𝗱 𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 Experience with a CRM platform such as HubSpot or Salesforce. Experience with an issue-tracking platform such as Jira. Experience with a Unix-like operating system, such as Linux, and comfort at the shell. Experience at the command line in multiple operating systems. Experience developing customer-facing technical documents. We are especially interested in candidates based on the West Coast, whose working hours will help extend our customer support coverage. 𝗪𝗵𝗮𝘁 𝗪𝗲 𝗩𝗮𝗹𝘂𝗲 We are looking for individuals with strong integrity, sound judgment, curiosity, and excellent communication skills. The ideal candidate uses data to inform their intuition, identifies root causes rather than treating symptoms, and stays calm under pressure. They listen well, communicate concisely, admit mistakes openly, and consistently act in the best interest of the business and our customers. They have a passion for learning rapidly and bring a genuine commitment to the high level of support our customers rely on.