Software Technical Support (225-812)

The Software Technical Support role is pivotal in ensuring customer satisfaction by providing technical assistance and guidance to users of the company's software products. The ideal candidate has a strong technical background, excellent problem-solving skills, and a passion for helping others. They will be responsible for resolving customer issues, answering inquiries, and ensuring a seamless user experience. This position requires effective communication skills and the ability to work collaboratively with development teams to identify and rectify software issues. A successful Software Technical Support professional is patient, analytical, and possesses a strong user-focused mindset, ensuring that customers receive timely and accurate solutions to their technical problems.

Responsibilities

• Provide timely and effective technical support to software users through various channels.
• Diagnose and troubleshoot software-related issues reported by customers.
• Document and escalate complex technical issues to the development team as needed.
• Maintain an up-to-date knowledge base of software products and updates.
• Collaborate with product and development teams to improve software functionality.
• Assist in testing new software releases and updates to ensure quality.
• Deliver excellent customer service by effectively communicating solutions and updates.
• Conduct software demonstrations and training sessions for new users.
• Work flexible hours to provide support to users across different time zones.
• Monitor and report on recurring technical issues to facilitate proactive resolution.
• Stay updated on industry trends to enhance technical support capabilities.
• Participate in continuous training and development programs for professional growth.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2 years experience in technical support or IT helpdesk roles.
• Proficiency in troubleshooting software applications on Windows and Mac operating systems.
• Excellent communication skills, both verbal and written, for effective customer interaction.
• Strong problem-solving skills with a keen attention to detail and analytical thinking.
• Familiarity with ticketing systems and remote support tools for efficient issue resolution.
• Ability to work independently and manage multiple priorities in a fast-paced environment.