Software Support Specialist

Job Description

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by clients.
• Walk the clients through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on software products or services.
• Record events and problems and their resolution in logs.
• Follow up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements to procedure requirements.