Software Technical Support Specialist

Job description

We are seeking a highly motivated Software Technical Support Specialist to join our team. In this role, you will be responsible for providing technical assistance, troubleshooting, and resolving software-related issues for clients and internal users. You will serve as the first point of contact for software support, ensuring a seamless user experience and maintaining high levels of customer satisfaction.

 

Job Responsibilities:

Troubleshooting and Problem Solving:

Diagnose, analyze, and resolve software-related issues reported by users, including bugs, errors, performance problems, and installation difficulties.

Technical Support:

Provide technical guidance and assistance to users via phone, email, chat, or remote access, explaining solutions in clear and understandable terms.

Software Installation and Configuration:

Install, configure, and update software programs on user computers, ensuring compatibility and optimal performance.

Documentation and Knowledge Base:

Maintain detailed records of user issues, solutions, and troubleshooting steps for future reference and knowledge base development.

User Training and Education:

Conduct training sessions and provide instructions to users on how to effectively use the software, including basic functionalities and advanced features. 

Communication and Customer Service:

Communicate effectively with users, providing clear and concise instructions, addressing concerns, and ensuring a positive user experience. 

Collaboration and Teamwork:

Work collaboratively with other technical support specialists, developers, and engineers to troubleshoot complex issues and escalate problems as needed.

Technical Research and Analysis:

Research and analyze software-related problems, staying updated on new software versions, features, and potential issues. 

Remote Access and Support:

Utilize remote access tools to diagnose and resolve software issues on user computers remotely, minimizing downtime and improving efficiency. 

Hardware and Software Compatibility:

Ensure software compatibility with hardware components, operating systems, and other software programs, addressing any conflicts or performance issues.

 

Qualifications and Skills:

Professional Degree:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

Strong Technical Skills:

Proficient in troubleshooting software issues, understanding operating systems, networking concepts, and various software applications. 

Excellent Communication Skills:

Ability to communicate technical information clearly and concisely to both technical and non-technical users, both verbally and in writing.

Problem-Solving and Analytical Abilities:

Strong analytical and problem-solving skills to diagnose and resolve complex software issues effectively with experience in technical support, IT helpdesk, or customer service related to software.

Customer Service Orientation:

A strong customer service mindset, focused on providing excellent support and ensuring user satisfaction. 

Patience and Empathy:

Ability to remain calm and patient when dealing with frustrated users, providing empathetic and supportive assistance. 

Technical Documentation and Knowledge Base Management:

Ability to create and maintain comprehensive technical documentation, including troubleshooting guides, user manuals, and knowledge base articles. 

Adaptability and Learning Agility:

Willingness to learn new software, technologies, and troubleshooting techniques to adapt to evolving software environments.

 

Knowledge in IT Industry:

• Strong knowledge of operating systems (Windows, macOS, Linux) and software troubleshooting.
• Experience supporting SaaS or cloud-based applications.
• Experience with databases, SQL queries, and API integrations.
• Familiarity with ticketing systems (Zendesk, Jira, ServiceNow, etc.).
• Knowledge of networking concepts (DNS, VPN, firewalls, TCP/IP).
• Basic scripting or coding knowledge (Python, PowerShell, JavaScript, etc.).
• IT certifications such as CompTIA A+, ITIL, Microsoft Certified: Azure Fundamentals, or similar.