Job Description:

• Respond to customer inquiries via phone, email, and chat
• Diagnose and troubleshoot software issues reported by end-users
• Provide step-by-step technical assistance for application problems
• Support enterprise software applications across complex customer environments
• Identify, document, and resolve software bugs and issues
• Own complex or escalated technical issues and coordinate with Development, QA, and Product teams
• Escalate issues to higher-level support or development teams when necessary
• Follow up with customers to ensure issues are fully resolved
• Maintain customer satisfaction through courteous and efficient support
• Provide customers with regular support-ticket status updates
• Document support requests, troubleshooting steps, and resolutions in the ticketing system
• Create and update knowledge base articles and technical documentation
• Maintain accurate records of customer interactions and support activities
• Provide feedback on recurring issues and suggest improvements to Development, QA, and Product teams
• Participate in team meetings and training sessions
• Support coordination of day-to-day team activities, customer coverage, and request prioritization when required
• Provide guidance and support to colleagues and promote knowledge sharing
• Identify support-request trends and recommend improvements to software performance and user experience
• Stay current with software updates, industry trends, and support best practices
• Contribute to team processes, technical knowledge, and support practices
• Perform other duties as assigned

Requirements:

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience (Essential)
• Proven experience in a technical support or help desk role (Desirable)
• Experience supporting enterprise software applications in complex customer environments (Desirable)
• Experience with software troubleshooting and diagnostic tools (Desirable)
• Familiarity with ticketing systems and customer support software, e.g., Salesforce and JIRA (Desirable)
• Familiarity with i2 Software (Desirable)
• Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment (Desirable)
• Proficiency in Windows, macOS, and Linux (Desirable)
• Knowledge of relational database systems including MS SQL, MS Access, DB2, Postgres, or Oracle (Desirable)
• Understanding of networking fundamentals and protocols (Desirable)
• Ability to troubleshoot enterprise applications, operating systems, databases, and network environments (Desirable)
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to work independently and collaboratively as part of a geographically distributed international team
• Ability to provide guidance and support to colleagues
• Sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations
• Strong organizational skills and ability to prioritize competing customer and technical requirements
• Patience and a positive attitude when dealing with challenging customer situations

Benefits:

• Remote work environment
• Occasional scheduled weekend support coverage

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