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About the Role
**Overview**
The Software Support Specialist reports to the IT Manager and plays a critical role in ensuring customer satisfaction related to the use of software applications. This position serves as a key liaison between the Tier 1 Technical support team and software product stakeholders, providing expert-level technical support when issues are escalated.
The Specialist works directly with customers and internal IT teams to diagnose, troubleshoot and resolve complex application issues. Responsibilities include in-depth technical knowledge, product and usage guidance, root cause analysis, escalation management, and timely customer communication. This role requires the ability to independently assess reported technical issues using diagnostic tools; determine likely cause and implement effective resolutions within defined service level agreements (SLAs).
This individual must understand system interdependence to minimize service disruption and customer impact...
The Software Support Specialist reports to the IT Manager and plays a critical role in ensuring customer satisfaction related to the use of software applications. This position serves as a key liaison between the Tier 1 Technical support team and software product stakeholders, providing expert-level technical support when issues are escalated.
The Specialist works directly with customers and internal IT teams to diagnose, troubleshoot and resolve complex application issues. Responsibilities include in-depth technical knowledge, product and usage guidance, root cause analysis, escalation management, and timely customer communication. This role requires the ability to independently assess reported technical issues using diagnostic tools; determine likely cause and implement effective resolutions within defined service level agreements (SLAs).
This individual must understand system interdependence to minimize service disruption and customer impact...
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