You are viewing a preview of this job. Log in or register to view more details about this job.

Software Support Specialist

Quacito LLC
Email

We are seeking a proactive and customer-focused Software Support Specialist to provide technical assistance, training, and onboarding support to our clients. This role involves troubleshooting software issues, creating user-friendly training materials, and occasionally visiting client offices to ensure a smooth implementation and adoption of our software. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a passion for helping users succeed.

Key Responsibilities:

1. Software Support & Troubleshooting

  • Provide timely technical support to clients via email, phone, and onsite visits.
  • Diagnose, analyze, and resolve software issues, escalating complex problems to the development team as needed.
  • Document and track support cases, ensuring timely resolution and follow-ups.

2. Training & Onboarding Support

  • Assist clients with software onboarding, including initial setup and best practices.
  • Develop Training programs and presentations.
  • Conduct live training sessions, both remotely and at client offices.
  • Provide ongoing user guidance to maximize software utilization and efficiency.
  • Keep all training materials updated to reflect software enhancements and user feedback.

3. Client Office Visits

  • Travel to client locations as required to provide hands-on support, training, and troubleshooting.
  • Build strong client relationships by understanding their specific needs and challenges.
  • Gather feedback to enhance software usability and support services.

4. Help Videos & Documentation

  • Create comprehensive help documents, FAQs, and user guides.
  • Develop engaging tutorial videos and step-by-step instructions for end-users.
  • Keep all training materials updated to reflect software enhancements and user feedback.

5. Debugging & Issue Resolution

  • Reproduce and document reported software issues for the development team.
  • Assist in testing and validating bug fixes and software updates.
  • Work closely with developers to enhance the software’s stability and user experience.

6. Miscellaneous tasks and team Collaboration:

  • Assist in requirement gathering
  • Assist with Product Demonstration and Tradeshows
  • Collaborate with cross-functional teams, including development, product management, and quality assurance, to communicate user feedback and contribute to product improvements.

Qualifications and Skills

  • Bachelor's degree in a relevant field (Marketing, Communications, Information Technology, etc.) or equivalent work experience.
  • Strong technical aptitude and understanding of the software being supported.
  • Takes initiative and thrives in a fast-paced environment with minimal supervision
  • Excellent communication, presentation and interpersonal skills.
  • Ability to adapt to new technologies and software quickly.
  • Problem-solving skills and a customer-focused mindset.
  • Proven experience in software training, instructional design, or a related field.
  • Ability to adapt training approaches for different learning styles and audiences.
  • Proficiency in video editing software and screen recording tools.
  • Strong scripting and storytelling skills.
  • Previous experience in customer support or software training is advantageous.