Software Technical Support 30N25

We are looking for a dedicated Software Technical Support professional to join our team. In this role, you will provide exceptional customer service and technical support to clients who use our cutting-edge software solutions. You will be responsible for troubleshooting issues, answering queries, and ensuring customer satisfaction through prompt and accurate assistance. As a liaison between our development team and clients, you'll play a crucial part in resolving problems efficiently while maintaining high-quality service standards. With your technical expertise and customer-centric approach, you'll contribute to enhancing customer experiences and fostering long-term relationships with our clients.

Responsibilities

• Provide first-level support to customers by addressing technical queries via phone and email.
• Troubleshoot software-related issues by analyzing and diagnosing various problems.
• Guide customers through problem-solving processes with clear, step-by-step instructions.
• Collaborate with the development team to address complex software issues.
• Document and track issues, resolutions, and follow-up actions in a detailed manner.
• Ensure timely resolution of client inquiries in accordance with service level agreements.
• Conduct regular follow-ups with clients to ensure ongoing satisfaction and issue closure.
• Stay informed about new products and updates to provide accurate information to clients.
• Create and update technical support documentation and user guides when necessary.
• Identify patterns in customer feedback to suggest product improvements to the development team.
• Train new support team members on processes and service procedures.
• Participate in team meetings to discuss ongoing issues and improvement strategies.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, particularly with software products and solutions.
• Strong problem-solving skills with the ability to think analytically.
• Excellent verbal and written communication skills for effective client interactions.
• Proficiency in using support software and tools to track client issues and solutions.
• Ability to work independently and as part of a team in a fast-paced environment.
• Availability to work flexible hours, including occasional evenings and weekends as needed.