Software Support Analyst
About The Position
We are looking for a customer-focused, technically driven individual who thrives in a fast-paced environment. The ideal candidate is a strong problem-solver who communicates clearly, works well across teams, and is committed to delivering a high-quality customer experience while continuously learning and improving. This role involves providing installation, configuration, and support for PK Software systems, integrations, and related modules. You will deliver high-quality technical support to customers via phone, email, chat, and remote sessions, ensuring a positive customer experience. Responsibilities include diagnosing, troubleshooting, and resolving software, hardware, and integration issues, as well as maintaining and supporting client/server environments. You will also document, track, and manage support cases, escalate complex issues, and assist with User Acceptance Testing (UAT). Additionally, you will create and maintain knowledge base articles and collaborate with various internal teams to ensure seamless customer experiences. The role also involves identifying recurring issues and trends to recommend improvements and participating in special projects.
Requirements
- Bachelor’s Degree in Information Technology or equivalent work experience (3+ years in IT field)
- Minimum of 2 years of experience providing phone-based technical support in an IT environment
- Strong knowledge of hardware, software, and commonly used IT concepts, practices, and procedures
- Working knowledge of basic network troubleshooting principles
- Experience with SQL Server installation, configuration, and troubleshooting
- Advanced proficiency in Microsoft Office Suite
- Strong technical aptitude with software systems, databases, and integrations
- Excellent written and verbal communication skills, with the ability to communicate effectively with both customers and internal teams
- Ability to present information clearly and professionally in person, over the phone, and in virtual settings
- Strong customer service and interpersonal skills, with a customer-first mindset
- Advanced problem-solving and troubleshooting abilities with attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong documentation habits, including the ability to create and maintain technical guides and notes
- Ability to follow and interpret written and verbal instructions with sound judgment and critical thinking
- Team-oriented mindset with the ability to collaborate effectively across departments
- Self-motivated with a willingness to learn, adapt, and grow within the role
- Typing proficiency of at least 50 words per minute
Nice To Haves
- Pharmacy or healthcare software experience preferred
- Experience with on-site software implementation or customer onboarding is preferred but not required
- A+ Certification a plus
- Microsoft certified solutions expert (MCSE), a plus
Responsibilities
- Provide installation, configuration and support for PK Software systems, integrations, and related modules
- Deliver high-quality technical support to customers via phone, email, chat, and remote sessions, ensuring a positive customer experience
- Diagnose, troubleshoot, and resolve software, hardware, and integration issues in a timely and professional manner
- Maintain and support client/server environments, including desktop hardware, peripherals, and network connectivity as needed
- Document, track, and manage support cases in the ticketing system, ensuring accurate notes, proper categorization, and timely resolution
- Escalate complex issues to Tier 2/3 support or development teams with clear, complete documentation and replication steps
- Assist with User Acceptance Testing (UAT) for new releases, features, and integrations, providing feedback to improve product quality
- Create, update, and maintain internal and customer-facing knowledge base articles, technical guides, and troubleshooting documentation
- Collaborate with Onboarding, Training, Customer Success, and Development teams to ensure seamless customer experiences
- Identify recurring issues and trends, proactively recommending process improvements or product enhancements
- Participate in special projects, product rollouts, and internal initiatives as assigned
- Maintain awareness of new features, updates, and best practices to continuously improve support quality
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
