Software Support Analyst

Job Summary:

The Software Support Analyst is part of the Customer support team, the first point of contact between the customer and the software vendor. They are responsible for capturing customer-reported issues and promptly determining the best action for an accurate resolution. They will also work directly with the customer to gather necessary information for any questions, problems, defects, or enhancements received. The Software Support Analyst will learn the Tribute suite of products. A technical background is required to navigate both the customer-facing front end of the applications and the back-end administrator side.

Job Description:

Duties/Responsibilities: 

• Demonstrate expertise in conveying technical and functional concepts within our software to Customers 

• Prioritize assigned tasks based on severity and complete tasks within the estimated timeframe 

• Provide feedback to the customers on the progress and status of their reported issues throughout the resolution process 

• Receive support request tickets submitted in the customer portal, as well as monitor the support email and hotline 

• Provide accurate and detailed answers to questions related to our software suite of products 

• Maintain local instances of the products to imitate a customer’s environment for precise troubleshooting 

 

Required Skills/Abilities:  

• 1-2 years of experience in a technical support or help desk position 

• Strong verbal, listening, and written communication skills 

• Strong analytical, interpersonal, and decision-making skills 

 

Education and Experience: 

• Bachelor’s degree or a combination of relevant experience, education, and training that equates to the required degree 

Worker Type:

Regular

Number of Openings Available:    

1