Software Support Specialist

Company Description

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

Job Description

The Software Support Specialist provides software testing, application support, training, troubleshooting, and documentation for multiple business systems. This role partners closely with software development teams and internal customers to ensure applications meet business requirements, function as expected, and deliver a positive user experience.

The ideal candidate is highly organized and detail-oriented, with experience in software testing, test case development, user acceptance testing (UAT), application troubleshooting, technical documentation, and end-user support. Experience with Contract Lifecycle Management (CLM) systems and the timeshare or hospitality industry is a plus.

What You Will Do:

• Test and validate developed software solutions to ensure functionality aligns with business requirements, specifications, and expected outcomes.
• Develop, document, and execute software test cases and testing scenarios.
• Identify, document, and communicate software defects, discrepancies, and testing results.
• Partner closely with software development and technical teams to communicate findings and support issue resolution.
• Compare expected versus actual testing results and provide clear documentation of identified variances.
• Support User Acceptance Testing (UAT) and application implementation activities.
• Provide application support to internal users by responding to questions, concerns, service requests, and system-related issues.
• Gather and document user information and troubleshoot software and application issues by evaluating reported symptoms and identifying potential solutions.
• Collaborate with internal technical teams to support issue discovery, troubleshooting, escalation, and resolution.
• Work collaboratively with internal customers to implement and support business applications.
• Develop and maintain training materials, user documentation, procedures, and application support resources.
• Provide software and application training to internal users as needed.
• Research issues and solutions using available technical and business resources.
• Escalate or redirect technical issues to the appropriate team or resource when necessary.
• Communicate timely and accurate information to customers, business partners, and technical teams.
• Participate in ongoing training and professional development to enhance software, application, and technical support knowledge.
• Assist with additional application support, software testing, documentation, and ad hoc projects as assigned.

Qualifications

To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• Experience with software testing, quality assurance, application support, or technical support.
• Knowledge of test case development, testing procedures, defect documentation, and UAT.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to document technical issues, testing results, processes, and procedures clearly and accurately.
• Strong proficiency in Microsoft Word and Microsoft Office applications.
• Experience with Contract Lifecycle Management (CLM) software is preferred.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to communicate technical information effectively to both technical and non-technical users.
• Strong internal customer service and collaboration skills.
• Ability to manage multiple assignments, priorities, and projects.
• Timeshare, hospitality, or related industry experience preferred, including familiarity with customer or contract-related documentation.
• Bachelor’s degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field preferred; or
• At least 5 years of related business, software testing, application support, technical support, or equivalent professional experience in lieu of a bachelor’s degree.

Additional Information

Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.