Software Support Specialist

Pinch A Penny • Clearwater, FL

14h • Onsite

About The Position

A skilled and customer-oriented Software Support Specialist. As a Software Support Analyst, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven work experience as a Software Support Analyst or a similar role, with a focus on troubleshooting software applications.
• Strong technical skills: Proficiency in diagnosing and resolving software-related issues.
• Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions.
• Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form.
• Customer-centric mindset: Empathy, patience, and dedication to delivering exceptional customer service.
• Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment.
• Familiarity with ticketing systems, support tracking tools, and knowledge base platforms.

Nice To Haves

• Experience in software testing or quality assurance is a plus.

Responsibilities

• Provide technical support: Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction.
• Troubleshoot software problems: Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively.
• Document support activities: Maintain accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.
• Collaborate with cross-functional teams: Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.
• Conduct software testing: Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications.
• Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users.
• Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.
• Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise.
• Customer relationship management: Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process.
• Proactively contribute to improvement: Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions.

Benefits

• Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs
• 401 (k) with generous company match
• Eligible for Paid Time Off and 8 paid holidays (NOTE: PTO increases with tenure!)
• 100% employer paid Life Insurance and Long-Term Disability Insurance
• Paid Parental Leave
• Fully Funded Tuition Education Programs
• Employee Stock Purchase Plan
• Excellent career advancement and training opportunities to support your career growth
• Employee Discounts and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level