Software Support Specialist

Job Summary

A company is looking for a Software Support Specialist to provide customer support and troubleshoot software issues.

Key Responsibilities

• Provide excellent customer support by phone and email, ensuring responses meet internal SLA targets
• Troubleshoot customer issues and escalate complex cases to the Technical Lead with detailed reproduction steps
• Maintain accurate case notes and update knowledge base articles for routine fixes

Required Qualifications

• 1-2 years of professional experience in software or technical support
• Basic troubleshooting skills with a methodical approach to documenting issues
• Working knowledge of issue tracking systems, preferably Jira and/or Salesforce
• Familiarity with Salesforce, Slack, PagerDuty, and common monitoring tools
• Proficiency in Microsoft Office and knowledge of Windows and macOS environments