Software Support Specialist 03J26

The Software Support Specialist plays a critical role in maintaining the high performance and stability of software systems and ensuring that end-users receive optimal functionality. In this position, you will be responsible for providing technical assistance and support to clients and users experiencing software-related issues. You will work collaboratively with the development team to identify and resolve bugs, assist in software upgrades, and deliver training sessions when necessary. The role requires excellent problem-solving skills and a strong ability to communicate technical concepts clearly to non-technical users. You will also be tasked with documenting user inquiries, improving user guides, and enhancing overall user satisfaction through exemplary service and support.

Responsibilities

• Provide timely and efficient technical support to users experiencing software issues.
• Diagnose and troubleshoot hardware and software system problems and malfunctions.
• Collaborate with the development team to resolve technical issues and enhance performance.
• Maintain a detailed log of user inquiries and the solutions provided.
• Conduct regular system testing to ensure software is functioning optimally.
• Create and update user manuals and support documents to aid user proficiency.
• Train users on new software systems and functionalities as they are implemented.
• Provide feedback to developers based on users' experiences and system performance.
• Monitor software updates and patches, ensuring timely implementation.
• Participate in the development of policies and procedures for technology management.
• Communicate effectively with users to understand their issues and deliver a satisfactory resolution.
• Analyze support data to identify patterns and proactively address potential issues.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Proven experience in a software support or technical support role required.
• Strong problem-solving skills with the ability to troubleshoot complex issues.
• Exceptional communication skills, both written and verbal, with non-technical users.
• Familiarity with various operating systems and software environments essential.
• Ability to work independently as well as part of a team effectively.
• Knowledge of ticketing systems and customer relationship management software.
• Strong organizational skills and the ability to multitask in a fast-paced environment.