Tech Support Specialist

About Valsoft

Valsoft Corporation acquires and develops vertical market software companies through a buy-and-hold strategy. Unlike traditional private equity, we don’t flip companies—we operate them for the long term.

Our decentralized model allows each business to maintain its entrepreneurial spirit while benefiting from shared expertise, technology, and best practices across our portfolio.

About Fluent Software Group

Fluent Software Group is one of Valsoft Corporation’s operating groups, a global leader in acquiring and operating vertical market software companies. Fluent focuses on businesses serving specialized industries, where focus and expertise matter most.

We provide a permanent home for founders and their teams, ensuring their companies continue to thrive while gaining access to resources, technology, and operational playbooks that accelerate sustainable growth.

About the Role

The Tech Support Specialist is a critical role in WSI Technologies’ Support and Service division. We prioritize delivering exceptional experiences (both internally and externally), which means this role requires technical proficiency, a problem-solving mentality, and excellent customer service skills.

We are seeking a customer-focused, technically skilled Tier 1 Tech Support Specialist to join our team. This role will provide technical support and ensure the smooth operation of our clients' remote hardware and software systems.

Key role attributes include outstanding problem-solving abilities, effective communication, strong interpersonal skills, patience, a customer-centric attitude, and the capacity to thrive in a collaborative team environment.

Key Responsibilities

• Provide phone and email technical support while meeting service level agreements.
• Thoroughly document troubleshooting efforts and communication within the ticketing system.
• Perform first-line triage on all customer issues.
• Monitor the ticket queue and proactively take ownership of tickets.
• Perform remote system upgrades, health checks, and site documentation as needed.
• Follow triage checklists to identify and correct system issues.
• Assist other groups with support-adjacent requests as needed.
• Create and edit documentation for internal and external knowledge base.

Who You Are

You are a proactive and customer-focused professional who thrives on solving technical problems and providing exceptional support. You enjoy collaborating with team members, guiding clients through troubleshooting, and continuously improving processes and documentation. Patience, clear communication, and a strong service mindset are at the core of how you operate.

Qualifications

• Excellent customer service and soft skills.
• Collaborative and accountable team player.
• Technically savvy with an appreciation for process and automation.
• Strong written and verbal communication abilities.
• Ability to multitask and prioritize several work streams simultaneously.
• Desire to learn, grow, and share knowledge across the organization.
• Proficient with Windows OS; CompTIA certification or willingness to pursue certification preferred.
• Ability to follow and create processes, documentation, and guide clients respectfully through triage.

Nice-to-Haves

• Previous experience in Tier 1 technical support or IT helpdesk roles.
• Familiarity with remote monitoring and management (RMM) tools.
• Experience supporting public safety or mission-critical systems.

About the Team

WSI Technologies (WSI) (a Fluent Software/Valsoft company) provides customers with mission-critical recording products and services, supporting law enforcement, 911, child advocacy, and other public safety professionals. Our tools enable clients to access information and collaborate in real time to better serve their communities.

WSI has been recognized as a 2023 SBDC Small Business of the Year Award Winner and a 2023 MIRA Award nominee in the Exceptional Employer category by the Indiana Tech community.

WSI offers growth opportunities and the chance to make a significant impact. Team members are encouraged to explore projects beyond their core responsibilities and are given the freedom to self-manage once responsibilities are performed with high quality.

Core Values: Integrity, High Quality, Respect, and a “never give up” attitude.

WSI Technologies is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, disability, or any other characteristic protected by law.

What’s In It For You

• High Autonomy, High Impact: Operate with independence and make a meaningful impact on client operations.
• Career Growth: Opportunities to develop technical expertise and take on additional responsibilities.
• Culture of Learning: Strong commitment to professional growth and continuous improvement.
• Collaborative, Entrepreneurial Environment: Work closely with dedicated professionals across teams—no two days are the same.
• Comprehensive Benefits & Perks: Health, dental, and vision coverage, paid time off, and more.
• Employee Events & Team-Building: Opportunities to connect and collaborate across the organization.

Join us and help deliver exceptional technical support while contributing to the success and growth of WSI Technologies.

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