Software Support Specialist

About the role

We are seeking a Software Support Specialist to join our dynamic IT team. You will be the first point of contact for users experiencing software issues, providing timely assistance and ensuring high customer satisfaction.

Key responsibilities

• Respond to software support tickets and inquiries promptly.
• Diagnose and troubleshoot software problems reported by users.
• Provide step‑by‑step technical assistance via phone, email, or chat.
• Document issues and resolutions in the ticketing system.
• Collaborate with development and QA teams to resolve complex issues.
• Create and maintain user guides and knowledge‑base articles.
• Conduct software testing and give feedback to improve usability.
• Train users on new software features and updates.
• Monitor system performance and report anomalies.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1‑3 years of experience in software support or technical assistance.
• Strong communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Customer‑focused mindset with strong problem‑solving abilities.

Required skills

• Proficiency with Windows and macOS operating systems.
• Experience using common business applications.
• Familiarity with ticketing systems and remote support tools.
• Basic knowledge of SQL, APIs, or scripting languages.