What are the responsibilities and job description for the Software Support Specialist position at Biotouch?
We are seeking a highly skilled and experienced Software Support Specialist to join our team. The ideal candidate will have a minimum of 5 years of experience in software support, with a proven track record of providing exceptional technical support to customers. The successful candidate will possess excellent soft skills, including strong communication and interpersonal abilities, as well as strong problem-solving skills.
Job Responsibilities
- Provide technical support to customers via phone, email, and in-person
- Troubleshoot software issues and provide timely resolution
- Collaborate with other teams to escalate and resolve complex technical issues
- Document support issues and resolutions in a clear and concise manner
- Stay up-to-date on product knowledge and software updates
- Maintain a high level of customer satisfaction through excellent service delivery
- Become Subject Matter Expert for supported applications
- Follow escalation procedures to include internal and external stakeholders
Required Skills and Qualifications
- Bachelor's degree in Computer Science or related field
- Minimum of 5 years of experience in software support
- Excellent soft skills, including communication and interpersonal abilities
- Strong problem-solving skills and attention to detail
- Customer-focused mindset
- Ability to work well under pressure and in a fast-paced environment
- Good understanding of computer networking
- Experience meeting Service Level Agreement metrics, exceeding 95% compliance
- Familiar with configuration settings for commonly used browsers
- Good understanding of system integration processes and use of tools such as Postman.
