Software Support Analyst

Forest Software is seeking a detail-oriented Software Support Analyst to assist users with application issues, investigate technical errors, and maintain reliable software performance. This role combines technical troubleshooting, data analysis, and customer communication to help users resolve problems and get the most from their software applications., * Respond to customer inquiries regarding software functionality and technical issues.

• Investigate application errors, configuration problems, and unexpected system behavior.
• Analyze reported issues and identify root causes or suitable workarounds.
• Assist users with software setup, system navigation, and application workflows.
• Review error logs, database records, and system reports when troubleshooting.
• Use SQL queries when appropriate to investigate data discrepancies.
• Document support cases, troubleshooting steps, and resolutions in a ticketing system.
• Reproduce software defects and communicate findings to development teams.
• Support application updates, testing, and release activities.
• Maintain knowledge-base articles, user guides, and technical documentation.
• Identify recurring issues and recommend improvements to software usability and reliability.
• Follow established security procedures when handling customer and business data.

The ideal candidate has strong analytical skills, a customer-focused approach, and the ability to explain technical concepts clearly while working with development and implementation teams., * Experience in software support, application support, technical analysis, or a related role is preferred.

• Understanding of software applications and structured troubleshooting methods.
• Familiarity with databases, SQL, and data analysis is beneficial.
• Strong analytical, critical-thinking, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to explain technical solutions to users with different levels of technical knowledge.
• Strong attention to detail and documentation skills.
• Ability to prioritize support requests and collaborate with technical teams.

Preferred Skills

• Experience with ticketing platforms and remote support tools.
• Familiarity with application logs, database queries, and reporting tools.
• Understanding of software testing and defect-tracking processes.
• Knowledge of Microsoft Excel and common business applications.
• Experience supporting business software in a professional environment.

• Dental insurance
• Flexible schedule
• Relocation assistance

Forest Software is identified as the employer for this sample job description. Its specific business profile, Fort Worth operations, and current hiring status should be verified before publication. The duties and qualifications above are suggested for a typical Software Support Analyst position and are not confirmed company-specific requirements.