Software Support Specialist Job Description
Software Support Specialist Duties & Responsibilities
To write an effective software support specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included software support specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Software Support Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Software Support Specialist
List any licenses or certifications required by the position: ITIL, SQL, CPP, FPC, ITSM, PACS, NSE4, HDI, OS
Education for Software Support Specialist
Typically a job would require a certain level of education.
Employers hiring for the software support specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Science, Associates, Computers, Technical, Business/Administration, Information Technology, Education, Business, Engineering
Skills for Software Support Specialist
Desired skills for software support specialist include:
Desired experience for software support specialist includes:
Software Support Specialist Examples
Software Support Specialist Job Description
- You will onboard new employees and train them on processes and knowledge sharing with team members
- You will communicate with internal/external customers to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied
- Opportunity to be exposed to advanced marked technologies
- You will take active role in team building, including technical mentoring and knowledge transfer
- You will have the ownership and accountability of specific modules within an application
- You will have a direct impact on the ongoing health of production environments
- You will participate in a 24x7 on-call rotation shared with the rest of the team (currently 1 week out of every 6)
- You will help keep internal knowledge, and policies & procedures, up to date in order to assist the team in delivering optimal customer support
- The excitement of working in a fast-paced and dynamic work environment with highly skilled professionals
- Learning about how industry leading companies use the latest network technology to provide the must-have features to their mobile network customers to stay ahead of the competition
- Understanding of Network Concepts and Troubleshooting Techniques (Domain, LDAP/Active Directory, SMTP Server, NMS/BMS, Routers, Switches, Firewalls)
- Data Storage System Knowledge
- Knowledge of UPS/Power Quality
- Ensure that any needs identified by the staff are addressed, including IT support, equipment, telephone, and will be maintained and supported
- Working directly on real production systems
- Communicating with customers from some of the top mobile service providers around the world
Software Support Specialist Job Description
- Accurately navigate and fully utilize the site level TCW (Turbine Control Workbook) file to maintain equalized configuration settings
- Have 100% accuracy in deploying parameter settings as a part of configuration management
- Be able to communicate, coordinate and direct Wind Park Site Level Technicians to remediate a control card lockup or other software upgrade issue
- Participate in the use of the Core Parameter Management Utility Tools as they apply to the software upgrade process
- Provide timely and accurate responses to customer technical inquiries regarding the upgrade process and risks
- Manages distribution of software license set up and renewals
- New client implementation, project management, client software training
- Participates in development of client training programs by identifying learning issues
- Provides answers and technical support to internal and external clients by identifying problems
- Quarterly and Annual Usage Report outreach
- General IT administrative knowledge, basic notions and exposure to server architecture and operations
- Basic understanding of programming and or scripting concepts, preferably from a Java environment perspective
- Must hold industry recognized certifications when applicable
- Prior technical call center experience preferred
- Initial understanding of programming, design and/or analysis expected
- Familiar with basic code programs
Software Support Specialist Job Description
- Receive, investigate and resolve customer functional and technical issues
- Document all support information in centralized database
- Escalate customer issues as needed
- Manage day-to-day activity of all customer oriented tasks to ensure schedule compliance
- Responsible for building and maintaining client relationships at both the Client’s Primary System Administrator and Management level, providing ongoing total quality account management through teamwork and proactive client communication
- Provide client / end user support and technical issue resolution (via on-site, telephone, email, remote desktop)
- Build rapport and elicit problem details and feedback from end users
- Provide timely, efficient and pleasant follow up to user questions or issues
- Track and manage incidents to closure
- Document all incidents in incident tracking system (Samanage)
- Experience with variety of industry hardware platforms, operating systems and programming languages in addition of CDK developed products is preferred
- Initial knowledge of technology and/or industry is preferred
- Familiarity with Object oriented design concepts and relational databases is preferred
- Business knowledge or domain expertise is preferred
- Must be able to work Monday - Friday 8 a.m
- Must be able to work on call occasionally
Software Support Specialist Job Description
- Assist in generating training materials and presenting new functionality to end users
- Interact effectively with end users and internal developers
- Provide Technology Training to End Users
- You will participate in a 24x7 on-call rotation shared with the rest of the team
- Working directly on production systems in live customer environments
- Work closely with the sales team to drive standalone software sales
- Conduct software workflow demonstrations to customers during the sales and service process
- Support Troubleshooting for software defects and prioritized corrective actions on active software versions
- Support Customers to develop Customized report writing using Sciex Reporter
- Telephone and live chat support for active versions of Sciex software
- Fluency in additional EU languages (French, German, ) is a plus
- Experience in MS SQL a must
- MS Terminal Services and or Citrix
- A minimum of 3 -5 years in a senior technical support role is required
- The successful applicant will bring energy and enthusiasm in to a team environment and work collaboratively to investigate and resolve issues arising in Production systems
- Experience in Enterprise level software sales
Software Support Specialist Job Description
- Investigate, triage, and escalate issues based on a detailed knowledge and understanding of current Laboratory Applications
- Assist with the preparation and execution of the software deployment at selected laboratory sites
- Assist with site acceptance testing
- Coordinate with Eurofins development teams to ensure site is prepared and transitions go smoothly
- Provide comprehensive ELN application support to users at Eurofins’ Lancaster, PA site
- Assist users with completing ELN experiments that are interrupted by network or other issues
- Create and manage user ELN accounts (including monitoring for ELN users who leave the company)
- Assist users with integrated balance issues
- Escalate issues to the ELN department as necessary
- Work closely with the community of departmental ELN liaisons and power users to ensure adequate support coverage (in terms of time, department, and area of expertise)
- Superior phone presence, written language skills and professional demeanor
- Proven software and network troubleshooting skills
- A desire to excel as a technologist in a fast paced environment
- Must have experience with all Microsoft Office applications
- Must have experience with issue tracking systems
- Knowledge of commercial door and hardware industry a plus