About this job opening Job title: Software Support Specialist Job overview: As Software Support Specialist you will be providing an exceptional level of support to the end users of the company’s software applications, through phone and email communications. Responsibilities and duties: As Software Support Specialist you will: • be familiar with the operation and all functions of the applications and understand areas where end users may find difficulty. • perform a root cause analysis for all issues reported by the end-users, escalating issues when required. • resolve issues raised by the end users with a professional and considerate approach. • manage and organise support tickets in our support ticketing system. • train the end users in using the software applications (if needed). • actively participate in team meetings and suggest changes in software support processes based on observations. • provide onsite support to our customers as needed. Qualifications and requirements: Our ideal candidate will have: • a bachelor’s degree in Computer Science or Information Technology or a related field. • 2 to 3 years’ experience in a similar capacity and / or industry, delivering Level 1 and Level 2 support to end users. • experience using at least one (1) ticketing system for support tickets. • excellent organisational skills, work well in a team environment, perform effectively on his/her own also. • strong communication skills and be able to explain technical issues to nontechnical clients. • excellent analytical skills, the ability to troubleshoot, and the ability to cultivate business relationships based on trust and professionalism. • an excellent understanding of different operating systems, programming languages and frameworks. • a strong knowledge of Microsoft Excel. • technical skills in Microsoft SQL (desirable).