Careers

Software Support Specialist (Fully Remote)

About Helion Software

Helion Software, located in Salem, Oregon, is looking for Software Support Specialists to join our expanding team. Helion develops enterprise software applications for local governments currently in Oregon, Nevada, Idaho, Utah and Washington states with twenty-seven years of steady growth and continued expansion.

Helion has a friendly work environment where we value each employee’s opinions and contributions. We also stress a work-life balance where your personal time as well as your work time are recognized and valued.

Helion’s formula for success has been to:
A) Provide our clients with the best possible service and products, while creating long term working relationships and;
B) Provide our staff with a positive working environment and create an atmosphere of cooperation and camaraderie.

Responsibilities

• Installation of new software releases and features.
• Assist in the testing and evaluation of software functions.
• Migrate client software and data to new servers and environments.
• Provide status updates, timelines, and project plans in a timely and courteous manner.
• Troubleshoot technical issues in client environments.
• Update software configuration to fit client requirements.
• Resolve product or service issues by communicating problems or software bugs to software development team and relaying status to clients.
• Create new documentation and review current documentation for accuracy.
• Assist with onboarding new clients or helping existing clients get the most use out of the Helion applications.
• Support clients using Helion software applications via phone and e-mail.
• Train users in general usage of software applications.
• Assist in other areas as needed (i.e. contact customers, documentation and/or provide other minor technical support)

Ideal candidates will also demonstrate the following qualities:

• A warm, people-first approach and a natural desire to support colleagues and customers alike.
• Skilled at communicating across technical and non-technical audiences to efficiently troubleshoot and resolve system concerns
• Flexibility and willingness to be involved in multiple projects and adapting as priorities change.
• Ability to analyze situations, ask the right questions, and follow through to resolution
• Ability to work independently and collaboratively, with clear and professional communication across internal staff
• Strong organizational skills with a structured approach to managing tasks, documenting key information, and following up with team members while always working in order of priority
• Strong documentation skills that enable effective knowledge sharing across the team
• Mindset to identify areas for improvement while working constructively within existing processes to meet client needs.

Education, knowledge, or experience in the following areas:
• Working knowledge of SQL and Databases
• Experience troubleshooting and resolving technical issues for customers within the Microsoft ecosystem, including products such as SQL Server, Azure, or Windows environments
• Degree, college coursework, or equivalent experience in Computer Science, Information Systems, or software deployment and hosting

Employment Requirements

Must be authorized to work in the United States and will be required to successfully pass a background screen and drug/toxins test.

This is a full remote position, however, applicants must be in the Pacific or Mountain time zone with preference to applicants living in Oregon or Washington.

The position is a full-time 40 hour per week role. Normal shift hours will fall between 7am-5pm PST. This position will regularly (2-3 times per month) require the need to flex the starting time and end time to accommodate for projects that must be done outside client business hour. After hours work typically takes place between 5pm-7pm PST Monday through Friday or a few hours on the weekend.

Must have a dedicated working environment away from distractions and comfortable with being on calls and meetings throughout the day.

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