Software Support Analyst

The T1 Software Support Analyst provides frontline customer and technical support across multiple products and communication channels. This role is responsible for assisting customers with product, account, and workflow-related questions while delivering a professional and positive support experience.

Requirements

• Provide timely and professional support through email, chat, phone, and ticketing systems.
• Troubleshoot common product, account, and workflow-related issues for customers and internal users.
• Accurately document customer interactions, troubleshooting steps, and resolutions.
• Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
• Manage assigned ticket queues and ensure timely follow-up and case resolution.
• Support multiple products, communication channels, and operational needs based on business priorities.
• Maintain quality, productivity, and customer service standards across all assigned work.
• Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
• Communicate clearly and professionally with customers, teammates, and leadership.
• Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.

Benefits

• Healthcare
• Home office allowance
• Hybrid or remote working model
• Career path internally
• Learning & development opportunities