Associate Software Support Specialist

Software Support North Logan, Utah


Description

Responsibilities:
  • Client Support: Provide first-level support to customers via a service management system, addressing software-related inquiries and issues in a timely and professional manner.
  • Issue Resolution: Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions and escalating complex issues to senior support staff as needed.
  • Documentation: Maintain detailed records of customer interactions, including issues reported, troubleshooting steps taken, and resolutions provided, in our ticketing system.
  • Knowledge Base: Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and solutions.
  • Training: Assist in the creation and delivery of training materials and sessions for end-users to enhance their understanding and effective use of our software products.
  • Collaboration: Work closely with the development, QA, and product teams to identify, report, and resolve recurring issues and improve overall product quality.
  • Customer Feedback: Gather and communicate customer feedback to relevant teams to influence product enhancements and ensure continuous improvement in service delivery.
  • Other job duties as assigned: Work on other projects or tasks as assigned.
Qualifications:
  • Technical Skills: Basic understanding of software applications and operating systems.
  • Troubleshooting Skills: Experience troubleshooting issues and problems without guidance.
  • Communication: Excellent verbal and written communication skills with the ability to convey technical information clearly and understandably.
  • Customer Service: Strong customer service orientation with a patient and empathetic approach to handling customer issues.
  • Problem-Solving: Analytical and problem-solving skills with a keen attention to detail.
  • Team Player: Ability to work effectively in a team environment and collaborate with cross-functional teams.
  • Adaptability: Willingness to learn new technologies and adapt to changing environments and customer needs.
Preferred Qualifications:
  • Prior experience in a software support or technical support role.
  • Basic SQL Knowledge and Understanding
  • Basic JSON API Experience
  • Basis Postman Experience¬†
  • Experience with Jira Service Management
  • Basic Java Application log review and analysis