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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Specialist - **Company:** Pinch A Penny - **Location:** Clearwater, FL, United States - **Contract:** Franchise - **Skills:** Testing (Software), Software Applications, Issue Tracking Systems, Software Engineering, Software Troubleshooting, Information Technology, User Administration - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1491465f5b57019b ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). * Proven work experience as a Software Support Analyst or a similar role, with a focus on troubleshooting software applications. * Strong technical skills: Proficiency in diagnosing and resolving software-related issues. * Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions. * Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form. * Customer-centric mindset: Empathy, patience, and dedication to delivering exceptional customer service. * Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment. * Familiarity with ticketing systems, support tracking tools, and knowledge base platforms. * Experience in software testing or quality assurance is a plus. ## Description A skilled and customer-oriented Software Support Specialist. As a Software Support Analyst, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers. On a daily basis our Software Support Specialist: * Provide technical support: Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction. * Troubleshoot software problems: Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively. * Document support activities: Maintain accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool. * Collaborate with cross-functional teams: Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements. * Conduct software testing: Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications. * Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users. * Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions. * Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise. * Customer relationship management: Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process. * Proactively contribute to improvement: Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions. ## Related Videos - [Excellent Software Testing](https://www.wearedevelopers.com/videos/87-excellent-software-testing) - [Keycloak case study: Making users happy with service level indicators and observability](https://www.wearedevelopers.com/videos/1599-keycloak-case-study-making-users-happy-with-service-level-indicators-and-observability) - [Official Opening of WeAreDevelopers World Congress 2026](https://www.wearedevelopers.com/videos/100000-official-opening-of-wearedevelopers-world-congress-2026) - [What makes a great Software Engineer? 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