Software Technical Support (225-724)

Are you a tech-savvy problem solver with exceptional customer service skills? Join our dynamic team as a Software Technical Support specialist. In this role, you will primarily be responsible for providing high-quality support to users experiencing technical issues with our software products. Your sharp analytical skills will be essential as you troubleshoot issues, offer solutions, and contribute to our product development goals by relaying user feedback. We are seeking individuals who have a passion for helping others navigate software challenges and who thrive in a fast-paced, technology-driven environment. Your ability to communicate effectively, both verbally and in writing, will play a key role in ensuring our users have a positive experience. If you are ready to take on this rewarding opportunity and help us enhance customer satisfaction, we'd love to hear from you.

Responsibilities

• Provide efficient and effective technical support to software users via multiple channels.
• Diagnose, troubleshoot, and resolve customer inquiries and technical issues swiftly.
• Maintain detailed and accurate records of support activities and customer interactions.
• Collaborate with development teams to report software bugs and suggest solutions.
• Educate users on software functionality and provide guidance as necessary.
• Stay updated with new software updates and features to support users effectively.
• Escalate complex issues to higher levels of support or technical specialists as required.
• Create and update user guides and support documentation for software applications.
• Conduct periodic follow-ups to ensure resolution satisfaction and improve user experience.
• Analyze customer feedback to help identify potential areas for software improvements.
• Deliver timely updates to users about the status of their support requests.
• Ensure a high level of customer satisfaction through excellent service and support.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a technical support or customer service role is required.
• Strong problem-solving skills with a keen attention to detail for troubleshooting issues.
• Excellent communication skills, capable of explaining complex concepts in simple terms.
• Ability to work both independently and collaboratively within a team environment.
• Proficiency with software tools and systems, including helpdesk and CRM applications.
• Familiarity with software development lifecycle and common technical terminologies.
• Ability to manage multiple tasks efficiently while maintaining high service quality.