Software Support Analyst

Job Description

Job Description

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.• Prior experience in a software, systems, application, or help desk support role.
• Hands-on background supporting end users in a SaaS environment.
• Ability to troubleshoot application issues methodically and communicate solutions in a clear, user-friendly manner.
• Experience providing remote support across a variety of user needs and technical skill levels.
• Strong documentation skills, including case notes, knowledge base content, and support procedures.
• Excellent interpersonal skills with a customer-focused approach to issue resolution.
• Demonstrated problem-solving ability and a willingness to grow into a more strategic customer success-oriented position.