Software Support Analyst

Duties/Responsibilities: 

• Demonstrate expertise in conveying technical and functional concepts within our software to Customers 

• Prioritize assigned tasks based on severity and complete tasks within the estimated timeframe 

• Provide feedback to the customers on the progress and status of their reported issues throughout the resolution process 

• Receive support request tickets submitted in the customer portal, as well as monitor the support email and hotline 

• Provide accurate and detailed answers to questions related to our software suite of products 

• Maintain local instances of the products to imitate a customer’s environment for precise troubleshooting 

Required Skills/Abilities:  

• 1-2 years of experience in a technical support or help desk position 

• Strong verbal, listening, and written communication skills 

• Strong analytical, interpersonal, and decision-making skills 

Education and Experience: 

• Bachelor’s degree or a combination of relevant experience, education, and training that equates to the required degree