Associate Software Support Specialist

Description

Responsibilities:

• Client Support:

Provide Tier 2 product support to our customer service team via our service management system, addressing software-related inquiries and issues in a timely and professional manner. Maintain responsiveness aligned with defined service-level agreements (SLAs).

• Issue Resolution:

Triage and troubleshoot software issues and guide our customer service team through step-by-step solutions and escalate complex problems to senior support staff or engineering teams as needed.

• Documentation:

Maintain accurate and comprehensive records of customer interactions, including reported issues, troubleshooting actions, and final resolutions, in accordance with knowledge-centered support (KCS) principles.

• Knowledge Base Management:

Contribute to the ongoing development and improvement of internal and customer-facing knowledge base articles by documenting common issues and effective solutions.

• Training & Enablement:

Assist in creating and delivering training resources such as user guides, onboarding materials, and webinars to improve customer proficiency with our software products.

• Cross-Functional Collaboration:

Work closely with development, QA, and product teams to report bugs, identify trends in support issues, and help improve overall product functionality and customer experience.

• Customer Feedback Loop:

Collect, document, and share customer feedback with relevant internal teams to influence product enhancements and service improvements.

• Other Projects or Duties as Assigned:

Participate in internal initiatives such as process improvement, product testing, documentation updates, or product rollout support.

Qualifications:

• Demonstrated ability to identify, diagnose, and resolve technical issues independently, including application errors and integration concerns.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and empathetically to both technical and non-technical users.
• Strong focus on customer satisfaction, with a calm, patient, and solution-oriented approach to problem-solving.
• Keen attention to detail and a methodical approach to diagnosing problems and tracking issue trends.
• Proven ability to work effectively within a team environment and collaborate cross-functionally.
• Comfortable working in a dynamic, fast-paced environment and eager to learn new technologies and processes as needed.
• Ability to interact with customers or clients in a professional, empathetic, and effective manner.
• Ability to prioritize work, meet deadlines, and stay organized in a support setting.