Software Technical Support (225-1005)

Our company is seeking a dedicated and knowledgeable Software Technical Support specialist to join our team. As a Software Technical Support specialist, you will play a crucial role in our customer satisfaction and sales by resolving technical issues, answering customer inquiries, and providing software support solutions. You will need an excellent understanding of our software products and the ability to communicate technical concepts clearly to non-technical users. The ideal candidate must be patient, a skilled problem solver, and able to work effectively under pressure. This is a role for someone who is passionate about technology and committed to ensuring that users can use software efficiently and effectively.

Responsibilities

• Provide first-level support for software-related inquiries and issues from customers.
• Troubleshoot and diagnose software problems through detailed discussions with users.
• Escalate complex issues to senior software support or development teams when necessary.
• Document user issues, resolutions, and software bugs in the customer support database.
• Conduct software testing to replicate and diagnose reported issues consistently.
• Guide users through software installation, configuration, and updating processes.
• Maintain up-to-date knowledge of software updates, new releases, and issues.
• Collaborate with sales and product development teams to improve customer satisfaction.
• Create and update user manuals, FAQs, and troubleshooting guides for end-users.
• Provide training sessions to customers on software usage and best practices.
• Monitor help desk inquiries to ensure a quick and effective response time.
• Analyze customer feedback to suggest improvements to the software and support services.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Previous experience in a technical support role for software or IT products.
• Strong problem-solving skills and a high level of technical understanding.
• Excellent verbal and written communication skills to assist diverse user groups.
• Ability to explain technical concepts in simple terms to non-technical audiences.
• Familiarity with remote support tools and troubleshooting techniques.
• Willingness to work flexible hours to support global customers as required.