Software Support Specialist Job Description Template
Our company is looking for a Software Support Specialist to join our team.
Responsibilities:
- Assist with software installations;
- Perform accurate and appropriate system configuration for conversion of client data;
- Assist in testing of new and existing software;
- Assess and identify client software needs;
- Perform software upgrades and complete software installations (may require evening/weekend work);
- Provide internal support for other employees requiring assistance;
- Assist customers with dispatch applications. This includes order entry, scheduling, demand graphs, ticketing, reporting, and end of day processing;
- Assist customers with exports to accounting systems such as QuickBooks and Viewpoint;
- Provide after-hours support as needed;
- Test, reproduce, research, document any software defects to be passed to development in the incident tracking software;
- Assist customers with general application questions;
- Remotely connect to customer workstations or servers to troubleshoot software related issues;
- Document customer issues and resolutions in the incident tracking software;
- Communicate with customers via telephone and email to resolve software issues.
Requirements:
- Problem breakdown methods;
- Create/obtain relevant technical information;
- Typing proficiency: 40+ wpm;
- Ability to manage concurrent tasks throughout a given work day Excellent communication skills, both verbal and written;
- Knowledge and understanding of software development tools a plus;
- Bachelor’s degree in related field or equivalent experience;
- Ability to travel preferred;
- Knowledgeable with Microsoft Office;
- Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc;
- Effective analytical ability, particularly in a technical environment;
- Strong organizational skills;
- Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred;
- Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues;
- Excellent written and verbal communication skills;
- Excellent interpersonal skills.