Software Technical Support (225-630)

We are seeking a motivated and dedicated Software Technical Support Specialist to join our dynamic team. In this role, you will be responsible for providing high-level technical support to our customers, addressing their software-related issues and ensuring a seamless user experience. The successful candidate will possess excellent problem-solving skills, be well-versed in software operations, and have a strong customer service background. As a primary point of contact for our users, your role is pivotal in maintaining our company’s reputation for exceptional support. If you are passionate about technology and helping others, we would love to hear from you.

Responsibilities

• Provide prompt and accurate technical support through various communication channels.
• Diagnose and troubleshoot software-related issues reported by customers.
• Document and track all customer interactions and technical issues in the ticketing system.
• Collaborate with the development team to resolve complex technical problems.
• Assist in software installation and configuration for new and existing customers.
• Design and develop instructional guides and FAQs for end-users and peers.
• Identify and escalate situations requiring advanced technical intervention.
• Maintain a high level of customer satisfaction by providing effective solutions.
• Periodically review and improve the support processes and systems.
• Keep updated with the latest software updates, features, and changes.
• Participate in training sessions to enhance technical skills and knowledge.
• Provide feedback to the product team based on customer insights and experiences.

Requirements

• Bachelor’s degree in Computer Science or related technical field preferred.
• Minimum of two years of experience in software technical support or a related field.
• Strong understanding of PC and software troubleshooting methodologies.
• Excellent verbal and written communication skills for effective customer interactions.
• Proven track record of maintaining high levels of customer satisfaction.
• Ability to work independently and as part of a team under minimal supervision.
• Experience with support ticketing systems and remote desktop applications.