Software Support Specialist
We are seeking a proactive and customer-focused Software Support Specialist to provide technical assistance, training, and onboarding support to our clients. This role involves troubleshooting software issues, creating user-friendly training materials, and occasionally visiting client offices to ensure a smooth implementation and adoption of our software. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a passion for helping users succeed.
Key Responsibilities:
1. Software Support & Troubleshooting
- Provide timely technical support to clients via email, phone, and onsite visits.
- Diagnose, analyze, and resolve software issues, escalating complex problems to the development team as needed.
- Document and track support cases, ensuring timely resolution and follow-ups.
2. Training & Onboarding Support
- Assist clients with software onboarding, including initial setup and best practices.
- Develop Training programs and presentations.
- Conduct live training sessions, both remotely and at client offices.
- Provide ongoing user guidance to maximize software utilization and efficiency.
- Keep all training materials updated to reflect software enhancements and user feedback.
3. Client Office Visits
- Travel to client locations as required to provide hands-on support, training, and troubleshooting.
- Build strong client relationships by understanding their specific needs and challenges.
- Gather feedback to enhance software usability and support services.
4. Help Videos & Documentation
- Create comprehensive help documents, FAQs, and user guides.
- Develop engaging tutorial videos and step-by-step instructions for end-users.
- Keep all training materials updated to reflect software enhancements and user feedback.
5. Debugging & Issue Resolution
- Reproduce and document reported software issues for the development team.
- Assist in testing and validating bug fixes and software updates.
- Work closely with developers to enhance the software’s stability and user experience.
6. Miscellaneous tasks and team Collaboration:
- Assist in requirement gathering
- Assist with Product Demonstration and Tradeshows
- Collaborate with cross-functional teams, including development, product management, and quality assurance, to communicate user feedback and contribute to product improvements.
Qualifications and Skills
- Bachelor's degree in a relevant field (Marketing, Communications, Information Technology, etc.) or equivalent work experience.
- Strong technical aptitude and understanding of the software being supported.
- Takes initiative and thrives in a fast-paced environment with minimal supervision
- Excellent communication, presentation and interpersonal skills.
- Ability to adapt to new technologies and software quickly.
- Problem-solving skills and a customer-focused mindset.
- Proven experience in software training, instructional design, or a related field.
- Ability to adapt training approaches for different learning styles and audiences.
- Proficiency in video editing software and screen recording tools.
- Strong scripting and storytelling skills.
- Previous experience in customer support or software training is advantageous.