Software Support Analyst

We are looking for a Software Support Analyst to provide responsive assistance to users and help deliver a smooth experience across software platforms in Independence, Ohio. This Long-term Contract position is well suited for someone who brings strong troubleshooting skills, communicates clearly with end users, and enjoys solving application-related issues in a fast-paced support environment. The ideal candidate will be comfortable working within a SaaS setting, documenting solutions thoroughly, and building toward a future path in customer-facing success roles.Responsibilities:• Deliver timely support to end users by diagnosing software issues, answering questions, and resolving incidents through remote and direct assistance.• Investigate application-related problems, identify root causes, and provide clear guidance that helps users return to productivity quickly.• Support increased service demand tied to the rollout of new software platforms and assist users as they adapt to updated tools and workflows.• Create and maintain accurate support records, knowledge articles, and troubleshooting documentation to improve consistency and future resolution times.• Work closely with internal support team members to escalate complex issues appropriately and ensure effective follow-through on open cases.• Provide attentive customer support that balances technical problem solving with patience, clarity, and a positive user experience.• Monitor recurring issues and share observations that may help improve application performance, user adoption, and support processes.