We are looking for a dedicated Software Support Engineerto join our team and serve as thefirst point of contact for customers experiencing software-related issues.
This role requires strong technical troubleshooting skills, analytical thinking, and excellent communication abilities to ensure timely and effective resolution of customer inquiries while delivering a high standard of customer service.
Job Requirements
- Bachelor’s degree in Information Technology, Computer Science, Accounting, Finance, or related fields.
- Prior experience in Software Support, Application Support, or Technical Support roles.
- Strong analytical and problem-solving skills with the ability to troubleshoot technical issues.
- Excellent communication skills (both verbal and written).
- Strong customer service mindset with patience and empathy when handling customer inquiries.
- Ability to prioritize tasks and manage multiple support requests effectively.
- Experience supporting ERP, accounting, or enterprise software systems is an advantage.
Responsibilities
- Serve as the first-level support for software-related inquiries through phone, email, and the support ticketing system.
- Troubleshoot reported issues, identify root causes, and provide timely and effective resolutions.
- Analyze problems and recommend practical and reliable solutions to customers.
- Test and validate fixes or workarounds before deploying them to ensure issues are fully resolved.
- Escalate complex issues to the technical or development team when necessary.
- Maintain accurate and detailed records of support cases, troubleshooting steps, and resolutions.
- Gather and document customer feedback to support continuous product and service improvement.
- Work closely with internal teams to ensure high-quality customer support and service delivery.
Career Development
This role offers opportunities to grow into positions such as:
- Senior Application Support Engineer
- ERP Consultant / Implementation Consultant
- Business Systems Analyst
- Customer Success Manager
Preferred Skills (Advantage):
- Experience with ERP or accounting software (e.g., AutoCount, NetSuite, SAP, etc.)
- Basic understanding of accounting workflows or business processes
- Familiarity with SQL, databases, or system integration troubleshooting
If you enjoy solving problems, learning new technologies, and helping businesses succeed through software solutions, we would love to hear from you.
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