Support Specialist II - User Enablement Mesa, Arizona, United States

The CompanyVersaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.The RoleThe Support Specialist II - User Enablement provides Tier 2 user enablement support with foundation-level expertise in standard operational assistance. They focus on helping users with basic software functionality, navigation, and directing them to appropriate resources while maintaining Tier 0 self-service materials.What You'll DoProvide standard answers to common questions about software functionalityGuide users through basic software navigation and feature locationDirect users to existing documentation and knowledge base articlesOffer simple clarification of features and standard workflowsAssist with basic user account setup and initial configurationIdentify when users need Tier 2 advanced usage optimization supportDocument frequently asked questions for Tier 0 resource developmentContribute to FAQ documentation and knowledge base articlesHelp develop interactive guides and product toursMonitor community forums and identify common user questionsCreate simple how-to guides for basic functionalityParticipate in on-call rotation for after-hours supportAdopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational prioritiesWhat You'll BringDegree or diploma in Business, Information Systems, or related field (or equivalent industry experience and training).1-3 years of experience in customer support or training roleFoundation-level expertise in software applications and basic workflowsStrong verbal and written communication skills for explaining features clearlyAbility to direct users to appropriate documentation effectivelyCustomer service orientation with patience for repetitive questionsAbility to handle high volume of standard operational questionsCapability to identify when advanced support is neededStrong written skills for documentation creationExperience with learning management systemsBasic content creation skills for documentationFamiliarity with customer support platformsExperience in software training or user educationNote: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center. Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.