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Senior Software Support Specialist
Posted: 10/03/2026
Employment Type:
Contract
Job Number: 28261
Pay Rate: $35 - $35
Remote Friendly?:
Job Description
Senior Software Support Specialist
$35/hour | Hybrid | Downtown Dallas
You are an experienced software support professional who combines strong troubleshooting skills with excellent judgment, polished/professional communication, and dependable follow-through. You will support executive and management level users of custom software, handling approximately 90% of requests by email and 10% by phone.
Professionalism is essential to success in this position. We are looking for someone who takes ownership of issues, communicates clearly and respectfully, shows leadership potential, displays a strong work ethic, and consistently represents the support team well in every interaction.
Position Highlights
- Pay: $35 per hour.
- Location: Hybrid with potential transition to primarily onsite. Currently the role offers a combination of remote and onsite work at our downtown Dallas office. Our return‑to‑office approach is under active review and may shift to a primarily in-office model.
- Employment type: Contract, with potential for a long-term assignment and/or conversion to full-time employment based on business needs and performance.
- Schedule: Rotating dayshifts;Some weekends/holidays and OT required as needed. Scheduling flexibility available.
- Benefits: Medical, dental, and vision benefits available.
What You Will Do
- Independently investigate and resolve software support requests, using sound troubleshooting methods and established procedures.
- Ask focused questions, gather relevant details, and reproduce reported issues, when possible, to identify the appropriate next steps.
- Write clear, accurate, professional emails that explain solutions in language users can understand.
- Own assigned requests from initial response through resolution, providing timely updates and following through on commitments.
- Prioritize requests based on urgency and business impact while maintaining accuracy and service quality.
- Recognize when an issue requires escalation and provide complete documentation of the problem, troubleshooting performed, and findings.
- Maintain useful support records and clear shift handoffs so users receive consistent service.
- Identify recurring issues and contribute practical improvements to support documentation and processes.
Required Experience and Qualifications
- 3+ years of professional technical support, software support, application support, or help desk ( helpdesk )experience, including direct responsibility for troubleshooting software issues, not just escalations.
- A bachelor’s degree from an accredited college or university (no trade schools accepted).
- Demonstrated ability to resolve issues beyond routine questions and standard scripted responses.
- Excellent written and spoken English, including strong grammar, attention to detail, and the ability to explain technical information clearly.
- Experience managing multiple support requests and documenting work accurately.
- Ability to work independently, exercise sound judgment, and remain productive when working in a remote environment.
- Consistent professionalism, punctuality, accountability, and respect for users and colleagues.
- Ability to remain calm, patient, and tactful when assisting frustrated users or handling urgent requests.
Preferred Qualifications
- 4+ years of relevant support experience.
- Experience working in a corporate environment.
- Experience supporting custom or proprietary business software.
- Experience in an environment where email is the primary support channel.
- Advanced Microsoft Office Skills (Excel, PowerPoint, Outlook, etc.)
- Deep understanding of SharePoint
- Prior experience with ServiceNow or equivalent ticketing system
- Actively using and advancing your skill set in at least one AI tool ( Claude, CoPilot, Gemini, ChatGPT, Grok, etc.).
Why Join This Team
Join an established support team with low turnover, supportive management, and high standards for service. You will work alongside experienced colleagues in a collaborative environment that values reliability, professional communication, and pride in the quality of your work.
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