Software Support Analyst
New
United StatesFull-TimeMiddle
Salary55,000 - 58,900 USD per year
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Job Details
- Experience
- 1+ year
- Required Skills
- Problem SolvingCustomer serviceTroubleshootingTechnical supportSaaS
Requirements
- 1+ year of experience in customer support, technical support, SaaS support, or a related field
- Strong written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Quick learner with comfort adapting to new tools and systems
- Strong problem-solving skills and attention to detail
- Customer-first mindset with a professional and reliable approach
- Ability to work effectively both independently and within a team
- Strong organizational skills and ability to manage ticket-based workflows
- Experience in software or SaaS environments is a plus
Responsibilities
- Provide timely support via email, chat, phone, and ticketing systems
- Troubleshoot product, account, and workflow-related issues for customers and internal users
- Accurately document customer interactions, troubleshooting steps, and resolutions
- Manage and prioritize ticket queues to ensure timely resolution and follow-up
- Escalate complex or urgent issues to senior team members when necessary
- Maintain service quality, productivity, and customer satisfaction standards
- Support multiple products and adapt to changing operational priorities
- Continuously build product and system knowledge through training and coaching
- Collaborate with team members to improve processes and share knowledge
- Communicate clearly and professionally with customers, peers, and leadership
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