Software Technical Support 23D25

The Software Technical Support position, coded as 23D25, is a vital role within our tech-driven organization. This position involves providing exceptional support and troubleshooting to end-users of our software products. The individual in this role will address client issues meticulously, ensuring they are resolved in a timely and efficient manner, while adhering to company protocols and maintaining user satisfaction. The ideal candidate possesses a deep understanding of software systems and an innate ability to problem-solve complex technical issues. This person will serve as the bridge between our development team and the end-user, elucidating technical complexities into easily understandable language for our customers. The successful applicant will also contribute to documentation and escalate unresolved issues to a higher level when necessary, thus improving our support services continually. Emphasizing patience, effective communication, and technical expertise, this role seeks a dynamic individual committed to advancing client success and system reliability.

Responsibilities

• Provide first-line technical support and resolve software issues for end-users.
• Identify, diagnose, and troubleshoot software issues with detailed analysis.
• Document support cases, including issue details and resolution steps taken.
• Collaborate with development teams to resolve complex software-related concerns.
• Escalate unresolved technical issues to appropriate internal channels as necessary.
• Update knowledge base articles to enhance self-service support for users.
• Maintain a high level of customer satisfaction through timely problem resolution.
• Conduct software system performance checks and recommend improvements.
• Assist in software product testing phases by identifying issues early on.
• Participate in regular training to stay updated on software changes.
• Communicate clearly and effectively with clients to ensure understanding and resolution.
• Gather user feedback to guide software improvement and development efforts.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience in technical support or similar customer service role.
• Strong understanding of software systems and troubleshooting methodologies.
• Excellent problem-solving skills and ability to manage multiple tasks.
• Exceptional communication skills, tailored to both technical and non-technical audiences.
• Familiarity with help desk software and CRM systems for support tasks.
• Ability to work flexible hours, including evenings and weekends as required.