Software Support Specialist

Full‑Time • Monday–Friday, 7:00 AM – 3:30 PM Part-Time • Monday–Friday, 7:00 AM – 1:00 PM or 8:00 AM - 2:00 PM (options are flexible) For over 39 years, SMART has been a trusted leader in the education industry, providing cost‑efficient SaaS management solutions that help schools and organizations save time, increase productivity, and operate with confidence. Our technology supports customers nationwide, and our team is known for delivering reliable, personable, and expert service. About the Role We are looking for a motivated Software Support Specialist to join our small, high‑performing team. In this role, you will support both prospective and existing customers by answering product questions, resolving technical issues, and guiding users through our software via phone, email, chat, screen share, and webinars. This is an excellent opportunity for someone who enjoys helping others, learns quickly, and wants a clear path for advancement within a growing SaaS company. What You’ll Do Provide 5‑star customer service across phone, email, chat, and webinars Answer incoming calls promptly (within three rings) Document all customer interactions in our ticketing system Troubleshoot issues or escalate when appropriate Train new and existing customers via webinar/screen share (Training Specialist track) Serve as a SMART Brand Ambassador when needed Learn and master company products and services quickly Manage multiple phone lines and incoming requests Perform additional duties as assigned What You Bring Strong customer service and communication skills Professional phone and email etiquette Ability to multitask, stay organized, and follow through Basic technical understanding of software systems, computers, routers, modems, and firewalls Proficiency with Microsoft Office (Excel, Outlook) and Remote Desktop Connections Punctual, reliable, and team‑oriented work habits Growth & Advancement We believe in promoting from within. Team members who excel can advance into: Training Specialist (+ pay increase; typically, within 3-6 months) Senior Specialist (+ pay increase) Supervisor (+ pay increase) Manager (+ higher pay increase) Sales Development Specialist (+ significant pay increase) Schedule & Compensation Full‑time: Monday–Friday, 7:00 AM – 3:30 PM or Part-time 7-1 or 8-2 (flexible) Starting wage based on experience Non‑exempt position Benefits Employer‑paid health insurance Dental and life insurance Paid sick time, vacation, and holidays Advancement opportunities with pay increases tied to added responsibilities Job Types: Full-time, Part-time Pay: $18.00 - $22.00 per hour Expected hours: 30 – 40 per week Benefits: Dental insurance Health insurance Life insurance Paid time off Work Location: In person