The Software Support Representative helps with computer software problems like operating systems and application issues. They investigate problems, find the causes, and offer solutions to fix them.

• Assist with software-related requests for help (problems).

• Find and determine the main causes of software problems.

• Handle complex and high-level, escalated inquiries from customers.

• Work with Customer Service tools to resolve customer issues and set up customer appointments using (Salesforce, Advisor Admin, Knowledge base, etc.)

• Examine software issues and suggest solutions.

• Resolve software problems, test solutions before implementing them.

• Report bugs and other issues on platforms to developers.

• Gather and record customer feedback to improve processes.

• Thoroughly and promptly document software support activities.

• Make quick decisions, even with limited information.

• Regularly review work logs, customer feedback with supervisors and colleagues to identify and act on improvement opportunities.

• Communicate and coordinate with internal departments.

• Work with our development team to complete custom coding requests from clients.

• At least 2+ years experience as a Software Support Representative

• Bachelor’s Degree holder or equivalent

• Excellent English communication skills both written and verbal

• Ability to perform several tasks simultaneously in a fast paced environment with less supervision

• Willing to work on-site and within the night shift