Associate Software Support Specialist

Software SupportNorth Logan,Utah

Salary : USD 46500 - 55000 Annually

• Client Support :

Provide Tier 2 product support to our customer service team via our service management system, addressing software-related inquiries and issues in a timely and professional manner. Maintain responsiveness aligned with defined service-level agreements (SLAs).

Triage and troubleshoot software issues and guide our customer service team through step-by-step solutions and escalate complex problems to senior support staff or engineering teams as needed.

Maintain accurate and comprehensive records of customer interactions, including reported issues, troubleshooting actions, and final resolutions, in accordance with knowledge-centered support (KCS) principles.

Contribute to the ongoing development and improvement of internal and customer-facing knowledge base articles by documenting common issues and effective solutions.

Assist in creating and delivering training resources such as user guides, onboarding materials, and webinars to improve customer proficiency with our software products.

Work closely with development, QA, and product teams to report bugs, identify trends in support issues, and help improve overall product functionality and customer experience.

Collect, document, and share customer feedback with relevant internal teams to influence product enhancements and service improvements.

Participate in internal initiatives such as process improvement, product testing, documentation updates, or product rollout support.

Qualifications :

J-18808-Ljbffr