Computer Information Concepts, Inc.

Software Support Specialist

Computer Information Concepts, Inc.

full-time

Posted on:

Location Type: Remote

Location: Colorado • Illinois • United States

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Salary

💰 $59,000 - $70,500 per year

About the role

  • Learn CIC’s products and serve as a key support resource through our Customer Help Desk system
  • Log, track, and manage support requests in our ticketing system with clear and accurate documentation
  • Install and update software applications and hardware peripherals
  • Troubleshoot issues and escalate complex cases to Tier 2 or Tier 3 teams with thorough handoffs
  • Assist with IT documentation, knowledge base articles, and standard operating procedures
  • Resolve an average of 10–15 support calls per day , meeting response and resolution time expectations of 35 minutes each
  • Ensure support tickets remain active and are not stagnant for more than 72 business hours
  • Maintain a low escalation rate, with less than 10% of calls requiring external resources
  • Provide after-hours support as needed

Requirements

  • A degree in Accounting, Business, or equivalent relevant experience
  • Knowledge of servers or PC networking
  • Previous experience in a customer-facing technical or software support role (or comparable experience)
  • Excellent communication and customer service skills—you’re patient, empathetic, and clear
  • Ability to work independently while collaborating effectively in a fast-paced environment
  • A strong commitment to confidentiality and data security
  • Nice to Have: Experience working with City or County offices or administrations
Benefits
  • Health & Wellness Benefits: Medical, dental, and vision coverage with CIC paying 75% of monthly premiums
  • 401(k) with Company Contributions: We help you invest in your future
  • Generous Time Off: Vacation, sick leave, and paid holidays to support work-life balance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticketing systemsoftware installationhardware troubleshootingIT documentationknowledge base articlescustomer supportnetworkingtechnical support
Soft Skills
communicationcustomer servicepatienceempathyindependencecollaborationconfidentialitydata security
Certifications
degree in Accountingdegree in Business