Software Support Specialist

The ideal candidate combines technical troubleshooting skills with strong customer service and communication abilities. This position involves investigating reported issues, documenting solutions, assisting with software installations and updates, and collaborating with technical teams to improve the user experience.

Responsibilities

• Provide technical support for software applications, operating systems, and business tools.
• Respond to user support requests and troubleshoot application errors and functionality issues.
• Diagnose software configuration problems, installation failures, and compatibility issues.
• Guide users through software setup, configuration, updates, and basic troubleshooting.
• Record support requests, investigation steps, resolutions, and follow-up actions in a ticketing system.
• Reproduce reported issues and gather relevant information for further investigation.
• Escalate complex software defects to developers or senior technical support staff.
• Assist with application testing, software updates, and troubleshooting after releases.
• Maintain support documentation, troubleshooting guides, and frequently asked questions.
• Help users understand application features and follow recommended usage practices.
• Monitor recurring issues and identify opportunities to improve support procedures.
• Follow company policies for data protection, account access, and software security.
• Collaborate with IT support, software development, and other internal teams.

• Experience in software support, technical support, help desk services, or a related role.
• Familiarity with Windows operating systems and common business applications.
• Basic understanding of software installation, configuration, and troubleshooting.
• Ability to investigate technical issues and explain solutions clearly.
• Familiarity with ticketing systems and support documentation.
• Basic knowledge of databases, networking, or application logs is beneficial.
• Strong written and verbal communication skills.
• Customer-focused approach with patience and attention to detail.
• Ability to prioritize multiple support requests and manage time effectively.

Preferred Qualifications

• Associate or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience supporting enterprise software, desktop applications, or web-based platforms.
• Familiarity with SQL, API troubleshooting, or basic scripting.
• Knowledge of remote support tools and software deployment processes.
• Experience with IT service management practices or incident tracking.
• Relevant certifications, such as CompTIA A+ or IT support credentials.

Suggested annual salary range: $55,000-$75,000, depending on experience, technical skills, responsibilities, and the employer’s approved compensation structure.

Potential benefits may include health insurance, paid time off, retirement savings options, and professional development opportunities. Actual compensation and benefits must be confirmed by the employer.

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Relocation assistance

ComputerWorks is listed as the company associated with this proposed Software Support Specialist position. The role focuses on helping users resolve software issues, troubleshooting application errors, and ensuring business software operates reliably., ComputerWorks is the company named for this proposed position. Verify its official business identity, services, and current hiring requirements before including company-specific claims in a public job advertisement.