Software Support Specialist

Role Overview

The Software Support Specialist reports to the IT Manager and plays a critical role in ensuring customer satisfaction related to the use of software applications. This position serves as a key liaison between the Tier 1 Technical support team and software product stakeholders, providing expert-level technical support when issues are escalated.

What You Will Do

Maintains end-to-end ownership of the ticket through its lifecycle, troubleshoots complex customer issues, collaborates with the Tier 1 Specialist, analyzes cases to identify recurring issues, and develops and maintains lessons-learned documentation.

Why It Might Be a Fit

This role requires strong interpersonal skills, the ability to collaborate with cross-functional teams, and interact with technical and non-technical stakeholders. The ideal candidate is highly motivated, energetic, and has a passion for technology and customer success.

Requirements

• Bachelor’s degree in Information Services or equivalent
• Minimum 5 years of experience in application software or IT customer support
• Strong interpersonal skills
• Ability to collaborate with cross-functional teams
• Technical knowledge of software application environments, platforms, and end-user devices
• Experience with Microsoft Windows, SQL Databases, web-based applications, and networking concepts and technologies
• Working knowledge of ITIL principles, particularly in Service Operation
• Experience moderating technical support forums and using chat-based support technologies
• Knowledge of customer relations management platforms such as SalesForce

Benefits

• Comprehensive benefit package