Software Support Analyst

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. Requirements * 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. Technology Doesn’t Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.