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Software Support Specialist

​Principal Responsibilities

• Provide client / end user support and technical issue resolution (via on-site, telephone, email, remote desktop)

• Build rapport and elicit problem details and feedback from end users

• Provide timely, efficient and pleasant follow up to user questions or issues

• Track and manage incidents to closure

• Document all incidents in incident tracking system (Samanage)

• Investigate and resolve issues or escalate if necessary

• Assist in testing new software functionality prior to release

• Assist in generating training materials and presenting new functionality to end users

• Interact effectively with end users and internal developers

• Provide Technology Training to End Users


Qualifications and Education Requirements

• Computer Science degree and 1-3 years of related work experience

Experience in MS SQL a must.  Ability to create Q/A scripts, import/export data, data maintenance

• Demonstrate ability to analyze and understand complex software applications with minimal direction

• Strong interpersonal skills

• Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management

• Must be a strong team player with excellent written and verbal communication skills in English

• Ability to accept personal accountability and ownership for areas of responsibility.

• Strong analytical skills with excellent customer service skills

• Strong client focus and collaborative work style

• Ability to understand and explain technical information

• Skill in creating customer facing documentation


Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.


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