Software support specialists are in charge of providing excellent support efforts for their organization's software applications. They are responsible for completing training sessions for end users using specific software tools. Software support specialists incorporate technical information for specialized programs, educate users on a variety of topics, coordinate implementation processes for customers, and create detailed reports based on training performance and support activities. They actively participate in business meetings and suggest changes in software support processes based on observations. These specialists also assist with the testing of new software releases and report issues as needed, as well as provide support to internal and external constituents through phone and email communications. One of their main duties includes research tasks to provide sound solutions to customer requests. They also produce diagnostic tools and reference materials, as well as deliver technical instruction to other specialists and other teams within their organization.
A bachelor's degree in information systems or a related field is required for this position. In addition, experience in a similar capacity and industry certifications are preferred. Software support specialists should be highly organized individuals that work well in a team environment, but also perform effectively on their own. They must possess strong communication skills and be able to explain technical issues to non-technical clients. In addition, they should have excellent analytical skills, the ability to troubleshoot, and the ability to cultivate business relationships based on trust and professionalism. They must have an excellent understanding of different operating systems and programming languages, as well as extensive experience working with databases and network tools.
Software Support Specialist Tasks
Document and track issues in software and hardware operation.
Provide training and documentation for trending issues.
Coordinate efforts with other teams and teammates to resolve issues quickly.
Perform root cause analysis for each issue, escalating as necessary.