Software Support Analyst

• Respond to software support requests and investigate reported technical issues.
• Analyze application errors, access problems, and unexpected system behavior.
• Troubleshoot software functionality and configuration issues.
• Document support tickets, investigation findings, and resolutions.
• Guide users through application features and standard workflows.
• Collaborate with developers and QA teams to resolve complex problems.
• Track recurring issues and recommend improvements to support processes.
• Assist with software updates, testing, and application maintenance.
• Maintain user guides, technical documentation, and knowledge-base articles.
• Follow up with users to confirm that reported issues have been resolved.
• Protect customer information and follow established security procedures.

Forest Software is seeking a detail-oriented and customer-focused Software Support Analyst to investigate software issues, assist users, and help maintain reliable application performance. The successful candidate will analyze reported problems, document troubleshooting steps, coordinate with technical teams, and provide clear guidance to users.

The ideal candidate has strong analytical and communication skills, enjoys solving technical problems, and can explain software solutions in a clear and professional manner., * Experience in software support, technical support, application support, or a related field.

• Strong analytical, troubleshooting, and problem-solving skills.
• Familiarity with Windows operating systems and business software applications.
• Ability to communicate technical information clearly to nontechnical users.
• Strong written communication and customer service skills.
• Good organizational skills and attention to detail.
• Ability to prioritize support requests and manage multiple tasks.

Preferred Skills

• Experience with help desk or ticket management systems.
• Basic knowledge of SQL and relational databases.
• Familiarity with software testing and defect tracking.
• Experience using remote support tools.
• Understanding of application programming interfaces (APIs) and software integrations.
• Familiarity with Microsoft 365 and common networking concepts.

Eligible employees may receive health insurance, paid time off, retirement plan options, and professional development opportunities, subject to company policy., * Dental insurance

• Flexible schedule
• Relocation assistance

Forest Software is listed as the employer for this proposed job posting. Specific company products, services, current operations, and workplace policies should be confirmed with the employer before publication. This role focuses on software troubleshooting, user assistance, technical issue analysis, and application support.