Software Support Analyst

• Respond to software-related support requests by phone, email, or ticketing system.
• Investigate application errors, login issues, and configuration problems.
• Gather information from users to diagnose and reproduce technical issues.
• Document troubleshooting steps, resolutions, and recurring problems.
• Escalate complex software defects to developers or senior technical staff.
• Assist users with software installation, configuration, and updates.
• Test application fixes and confirm that reported issues are resolved.
• Maintain user guides, support documentation, and knowledge-base articles.
• Identify recurring issues and recommend improvements to support procedures.
• Follow data security and customer information protection policies.

Abaci International is listed as the prospective employer for this Software Support Analyst position. This role focuses on troubleshooting software issues, assisting users with application functionality, and helping maintain reliable software systems. The ideal candidate has strong technical problem-solving skills, a customer-focused mindset, and the ability to communicate solutions clearly to both technical and nontechnical users., * Experience in software support, technical support, help desk services, or a related field.

• Familiarity with Windows operating systems and common business applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication.
• Ability to explain technical concepts in clear, user-friendly language.
• Accurate documentation and organizational skills.
• Ability to manage multiple support requests and work effectively with a team.

Preferred Skills

• Experience with ticketing platforms such as Jira Service Management, Zendesk, or ServiceNow.
• Basic knowledge of SQL and database troubleshooting.
• Familiarity with web applications, APIs, and browser troubleshooting tools.
• Experience with remote-support tools and software deployment.
• Understanding of software testing and bug-reporting processes.
• Relevant IT or software support certifications.

Potential benefits may include:

• Medical, dental, and vision insurance.
• Paid time off and paid holidays.
• Professional development and technical training.
• Career advancement opportunities.
• Retirement savings benefits, if offered.

Pay: $55,000.00 - $78,000.00 per year

Abaci International is the company associated with this sample job post. Verify its official business details, services, and location before including company-specific claims in a public advertisement.