Software Quality and Support Specialist

Points North is creating a new role to support and safeguard three of our products: ACA Reporter, Who's Where, and Attendance Advisor. As our Software Quality & Support Specialist, you'll split your time between helping customers get unstuck and testing what we build before it reaches them. You'll troubleshoot issues, turn what customers tell you into clear input for our product team, and validate new features and fixes for each release to ensure everything is functioning as intended. It's a great fit for someone who enjoys solving problems for people, likes digging into why something broke, and can move easily between a customer conversation and a test plan. What You’ll Be Doing: Frontline Client-Facing Software Support Provide timely, professional support to customers using ACA Reporter, Who’s Where, and Attendance Advisor through established support channels. Investigate, troubleshoot, and resolve software questions and issues related to functionality, configuration, data, workflows, and system use. Clearly communicate issue status, resolution steps, workarounds, and expected next actions to customers and internal stakeholders. Document customer interactions, troubleshooting performed, root causes, and resolutions in the support ticketing system. Prioritize and escalate defects, data concerns, and complex technical issues based on business impact, urgency, and established service expectations. Identify recurring questions and trends, then recommend improvements to prod