Software Technical Support 11F25

The Software Technical Support position is a critical role that involves providing technical assistance and support related to computer systems, software, and hardware. As a part of a dynamic technical support team, the role aims to ensure the smooth operation of company systems and software applications. Candidates must possess strong communication skills, problem-solving abilities, and a solid understanding of software troubleshooting techniques. This position requires the ability to work under pressure and efficiently handle customer inquiries and issues. The role necessitates proactivity in addressing customer challenges and a strong commitment to service excellence in a fast-paced, technological environment.

Responsibilities

• Provide prompt and accurate support to customers experiencing software-related issues.
• Diagnose and troubleshoot software problems and provide solutions to client concerns.
• Collaborate with software developers and system engineers to resolve complex issues.
• Maintain a detailed record of customer interactions and technical support processes.
• Aim for technical problem resolution and ensure a high level of customer satisfaction.
• Escalate unresolved software issues to higher support tiers for further research.
• Test and evaluate new software programs and updates before implementation.
• Provide training to customers on the use of software systems and applications.
• Participate in continuous professional development to keep skills up-to-date.
• Prepare activity reports and document support resolutions for future reference.
• Work closely with the quality assurance team to identify software defects.
• Adhere to company policies and protocols while delivering technical assistance.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum two years of experience in IT support or a similar role.
• Proficiency in troubleshooting software applications on different operating systems.
• Excellent communication skills, both verbal and written, in technical environments.
• Ability to work independently and manage time effectively under tight deadlines.
• Strong customer service orientation and a patient, thorough approach to problem-solving.
• Familiarity with customer service software and ticketing systems like Zendesk or JIRA.