Software Support Specialist

The Software Support Specialist provides technical assistance to users experiencing software-related issues. This role involves investigating reported problems, troubleshooting application errors, explaining software features, documenting support requests, and helping users maintain reliable access to business applications.

The ideal candidate combines technical problem-solving skills with clear communication and a customer-focused approach. The specialist works with users and technical teams to resolve issues efficiently and improve the overall software support experience.

Responsibilities

• Respond to customer and employee questions about software applications and features.
• Troubleshoot software errors, installation issues, login problems, and configuration concerns.
• Identify the cause of technical issues and guide users through appropriate solutions.
• Record support requests, troubleshooting steps, and resolutions in a ticketing system.
• Escalate complex or recurring problems to development or senior technical teams.
• Assist with software installation, updates, configuration, and basic system testing.
• Help users understand application workflows and recommended practices.
• Monitor unresolved tickets and communicate progress to users.
• Reproduce reported software bugs and gather relevant diagnostic information.
• Maintain support documentation, FAQs, and internal knowledge-base articles.
• Identify recurring issues and recommend improvements to support processes.
• Follow company procedures for data protection, access control, and customer service.

• Experience in software support, technical support, help desk operations, or a related role.
• Basic understanding of software applications, operating systems, and troubleshooting methods.
• Familiarity with Windows and common business productivity applications.
• Ability to investigate technical issues and explain solutions in clear language.
• Strong written communication, customer service, and organizational skills.
• Ability to document incidents accurately and manage multiple support requests.
• Willingness to learn new software products and technical processes.
• Ability to work independently and collaborate with technical teams.

Preferred Skills

• Experience using help desk or ticket management systems.
• Familiarity with SQL, databases, or basic application log analysis.
• Knowledge of software testing and bug-reporting procedures.
• Experience supporting web-based or cloud-hosted applications.
• Familiarity with remote support tools and knowledge-base platforms.
• Understanding of data privacy and information security practices.

Potential benefits may include health insurance, paid time off, retirement savings options, training opportunities, and professional development, depending on the employer’s actual offerings.

Compensation Note

The salary range above is an estimate for drafting purposes, not a verified Software Depo pay range. Confirm the actual salary, company details, benefits, job location, and authorization to advertise this opening before publishing on Indeed.

Pay: $50,000.00 - $72,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Relocation assistance

Software Depo is listed as the employer for this sample job description. Its specific business operations, current presence in Charlotte, and active hiring status have not been independently verified. Confirm the company’s details before publishing.