[Hiring] Software Support Specialist REMOTE USA

Position: Software Support Specialist

Date Posted: 17 February 2026

Industry: Technology / Tools & Outdoor / Software Support

Employment Type: Full Time

Experience: Not Specified

Qualification: Estimated Qualification like Bachelor Degree holder, Diploma/Degree/Certificate

Location: Dublin, OH, United States (REMOTE)

Company: Stanley Black & Decker, Inc.

Description:
Stanley Black & Decker, Inc. is a global organization built on innovation, purpose, and performance. With a workforce of tens of thousands of professionals across the world, the company is behind some of the most trusted and iconic brands in tools, outdoor equipment, and industrial solutions. The culture is driven by integrity, continuous improvement, and a strong commitment to empowering those who build and protect the world.

The Software Support Specialist role is part of the Tools & Outdoor team and is offered as a fully remote position within the United States. In this role, you will act as a critical support link for franchisees and customers, ensuring smooth operation of software platforms and delivering high-quality technical assistance in a virtual environment.

Key Responsibilities Include:

• Handling an average of 24 inbound support calls daily from franchisees and customers.
• Working efficiently and independently from a home-based office while maintaining productivity and service quality.
• Using internal systems and tools including Windows operating systems, PC hardware, AS400, web platforms, CRM systems, intranet and internet applications, along with SQL and Mongo; exposure to Flutter is considered an advantage.
• Troubleshooting and resolving software issues over the phone, including remote desktop connections to customer systems for repairs and updates.
• Testing software prior to new version releases to ensure stability and functionality.
• Supporting franchisees during transitions between current and legacy Point of Sale (MBA) platforms.
• Participating in a rotating on-call schedule, approximately once per month, which may include support outside standard business hours.
• Managing user access and account administration on internal intranet systems.
• Addressing customer complaints professionally by actively listening, asking clarifying questions, and responding with empathy and accuracy.
• Interpreting customer, product, and shipment information quickly while maintaining excellent customer service standards.

What We’re Looking For:

• Advanced hands-on experience with Windows 10/11 operating systems, PC hardware, and remote support or screen-sharing tools.
• Prior exposure to proprietary software or a strong ability to learn new software systems quickly.
• Working knowledge of SQL environments such as SQL Management Studio and comfort navigating databases from a support perspective.
• Strong verbal and written customer service skills with consistent and reliable follow-up practices.
• Clear and confident communication skills, especially when explaining technical steps to non-technical users.
• High levels of patience, professionalism, and composure when guiding customers through troubleshooting processes repeatedly if required.

Compensation & Benefits:

• Competitive salary package.
• Comprehensive benefits including medical, dental, vision, life insurance, disability coverage, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Employee discounts on Stanley Black & Decker tools and access to partner discount programs.

Career Growth & Culture:

• Opportunities to grow within a global organization that manages over 20 major brands and offers multiple career paths.
• Access to extensive learning and development resources through digital learning platforms and professional programs.
• An inclusive, diverse, and respectful workplace culture that values different perspectives and collaboration.
• A strong focus on giving back through volunteerism, sustainability initiatives, and community engagement.

Stanley Black & Decker combines a rich history dating back to 1843 with a forward-looking approach driven by Industry 4.0, smart factory solutions, and innovative technology. Employees take pride in contributing to products and systems that impact millions of users worldwide while building meaningful and lasting careers.

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