Support Specialist II - User Enablement

2 hours, 8 minutes ago
Full-time
Junior
Technical Writing and Documentation
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977

Description

  • Provide standard answers to common questions about software functionality.
  • Guide users through basic software navigation and feature location.
  • Direct users to existing documentation and knowledge base articles.
  • Offer simple clarification of features and standard workflows.
  • Assist with basic user account setup and initial configuration.
  • Identify when users need Tier 2 advanced usage optimization support.
  • Document frequently asked questions to support Tier 0 resource development.
  • Contribute to FAQ documentation, knowledge base articles, and simple how-to guides.
  • Help develop interactive guides, product tours, and other user enablement materials.
  • Monitor community forums and identify common user questions.
  • Participate in an on-call rotation for after-hours support.
  • Perform other related duties as assigned to support team and organizational objectives.

Requirements

  • Degree or diploma in Business, Information Systems, or a related field, or equivalent industry experience and training.
  • 1-3 years of experience in a customer support or training role.
  • Foundation-level expertise in software applications and basic workflows.
  • Strong verbal and written communication skills for explaining features clearly.
  • Ability to direct users to appropriate documentation effectively.
  • Customer service orientation with patience for repetitive questions.
  • Ability to handle a high volume of standard operational questions.
  • Capability to identify when advanced support is needed.
  • Strong written skills for documentation creation.
  • Experience with learning management systems.
  • Basic content creation skills for documentation.
  • Familiarity with customer support platforms.
  • Experience in software training or user education.
  • Must comply with FBI CJIS Security Policy and successfully pass a comprehensive fingerprint-based background check.
  • Obtaining and maintaining required security clearances is a condition of employment.
  • Additional security verification requirements may apply based on customer contracts.

Benefits

  • Competitive starting salary based on skills, experience, education, training, internal equity, market data, and business needs.
  • Comprehensive benefits package.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses.
  • Equal opportunity employer with a commitment to equity, diversity, and inclusion.
  • Barrier-free workplace with accommodations available upon request throughout the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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