Customer Support Specialist

Responsibilities

The Customer Support Specialist will provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users; support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction; act as the primary point of contact for end users experiencing application software issues, responding to inquiries through calls, tickets, or emails to provide timely resolutions; schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise; maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently; draft and update knowledge base articles for common fixes, and continuously research new features or functionality to expand the knowledge base; serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance; document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues; manage escalations from Level 1 to Level 2 for more complex concerns; participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users; demonstrate strong verbal and written communication skills, effectively collaborating with end users and team members; prioritize tasks and manage multiple tickets simultaneously; and perform all other duties or special projects as assigned by the Customer Support Manager or leadership team.