Software Support Analyst

TEKsystems•Allouez, WI

6d•$19 - $20•Onsite

About The Position

The Software Support Analyst joins a seasonal technical support team helping business customers install and use tax reporting software. This on-site role provides remote support through phone, email, tickets, and live chat, including guidance on software installation, configuration, data import, account creation, login issues, and product functionality. The analyst troubleshoots customer issues, documents interactions and tickets in Salesforce and other internal systems, and collaborates with mid-level or second-level support staff when escalation is needed. The position is based on-site in Green Bay, Wisconsin, supporting customers in the USA during the busy tax season. The work involves tax reporting and cloud-based software in a fast-paced environment with a seasonal influx of customer requests and a need to multitask efficiently. This is a short-term contract assignment of approximately three months, with possible extension based on performance and business needs.

Requirements

At least 6 months of IT or technical support experience, preferably in a help desk or service desk environment.
Strong customer service skills and the ability to communicate clearly, patiently, and professionally by phone, email, and chat.
Ability to troubleshoot technical issues remotely and guide end users through step-by-step solutions.
Experience providing software support, including installation, configuration, and basic application troubleshooting.
Ability to assist customers with login issues, new account creation, and program walkthroughs.
Ability to document support requests and customer interactions accurately in Salesforce.
Skill in researching and interpreting error messages to identify solutions or escalation paths.
Comfort working in a fast-paced environment with a high volume of customer requests during peak seasons.

Nice To Haves

Experience in a help desk, service desk, or technical support center.
Familiarity with Salesforce or similar ticketing and CRM systems.
Background supporting cloud-based software products and web-based applications.
Ability to manage multiple tickets, calls, and chats simultaneously while maintaining attention to detail.
Strong written communication skills for clear email and ticket documentation.
Interest in short-term experience that can be leveraged for future contract or permanent opportunities.

Responsibilities

Provide remote technical support for tax reporting software, focusing on installation, configuration, and data import.
Respond to inbound and outbound calls and emails, provide program walkthroughs, assist with account creation, and provide login support.
Handle web chat and phone inquiries to resolve post-installation issues and answer questions about product functionality.
Troubleshoot technical issues using internal tools and resources and provide accurate information for product- and form-specific inquiries.
Guide customers through solutions to data import errors so they can successfully import company data.
Install and uninstall software components for customers as needed while minimizing disruption to their operations.
Research and interpret error messages, determine escalation paths, and communicate with mid-level or second-level support staff.
Manage and update Salesforce tickets to support timely communication and complete issue resolution.
Document support requests and customer interactions thoroughly and accurately in Salesforce and other internal systems.
Respond to tickets and live chats for cloud-based products, providing walkthroughs, login assistance, and account creation support.
Follow established support procedures and use internal knowledge bases and tools to maintain service quality and consistency.
Complete assigned projects and additional duties that support the effectiveness and efficiency of the service desk.
Maintain high standards of customer service through patient, professional, and clear communication.