Software Application Support Specialist

The Company 

Versaterm 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.

FivePoint Solutions, a Versaterm Public Safety Company, is a software products and services company focused on delivering solutions to state and local agencies, primarily courts and law enforcement. We are the U.S.-based leading provider of Pre-Trial Services, Case Management, School Safety, Data Exchange, and Records Management services for government agencies. FivePoint Solutions is a company that hasn’t forgotten its purpose: to make people’s lives easier by helping them work smarter.

FivePoint Solutions is uniquely positioned in the marketplace with extensive experience in streamlining data entry, importing, organizing, and managing documents, increasing workflow efficiency through automation, designing agency-defined customized dashboards and workflows, connecting officers, investigators, and prosecutors through a single portal, and facilitating data exchange between disparate systems for over 30 RMS, CAD, and JMS vendor systems. Our solutions emphasize the delivery of services and systems, including law enforcement, school safety solutions, court solutions, and document management systems.

This position is an in-office role and can be based in any of our offices located in Lexington, SC; Ottawa, ON; or Mesa, AZ.

The Role

Are you a problem-solver with a passion for providing exceptional technical support? Do you thrive on diagnosing and resolving complex issues while delivering outstanding customer service? We’re seeking a Software Application Support Specialist to join our dynamic team. In this role, you’ll use your skills in troubleshooting, SQL, and cloud technologies to support users and ensure seamless resolution of software and application issues.

This role offers an exciting opportunity to grow your career in technology while working in a collaborative and innovative environment.

What You’ll Do

• Act as the first point of contact for end users experiencing technical issues with computer systems, applications, and access.
• Document, track, and monitor issues using the ticketing system (Zendesk).
• Provide first-level contact and problem resolution for user-reported issues, escalating as needed per IT Help Desk procedures.
• Utilize advanced troubleshooting skills to resolve issues efficiently, leveraging resources such as the Knowledge Base.
• Collaborate with Tier 2 and Tier 3 Support teams to review, approve, and deploy automated support solutions, including database scripts and stored procedures.
• Communicate effectively with users and internal teams, maintaining clear and timely updates during the resolution process.
• Continuously enhance workflows by designing and implementing automation and customized dashboards.
• Solve problems on web-based platforms with a high level of proficiency.
• Sharpen and apply your skills in SQL, software debugging, and cloud support to diagnose and troubleshoot issues.

What You’ll Bring

• Degree or certification in an IT-related field (e.g., Computer Science, Information Systems) or equivalent professional experience.
• Entry-level knowledge of SQL and relational databases (e.g., CRUD operations, stored procedures).
• Proficiency in software troubleshooting and resolving application-related issues.
• Familiarity with IT support processes, such as ITIL frameworks.
• Exceptional communication skills and a customer-focused mindset.
• Ability to work collaboratively in a team-oriented environment.
• A strong desire to solve problems and deliver high-quality support.

Impress Us With

• Basic software debugging experience using C# and Visual Studio.
• Familiarity with Azure Cloud Services.
• Experience with Zendesk or similar ticketing systems.

Equal Opportunity 

Versaterm is committed to building and supporting inclusion, diversity, and equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact info@versaterm.com.