Software Support Analyst

Description

 We are seeking a detail-oriented and customer-focused Software Support Analyst to join our team. This role is primarily responsible for managing and resolving support tickets while delivering a high-quality customer experience. In addition to day-to-day support, this individual will gain exposure to system administration tasks and contribute to ongoing improvements in product usability and customer satisfaction.

The ideal candidate combines strong technical troubleshooting skills with a proactive, solutions-driven mindset and a desire to expand their knowledge of system administration and operational processes.

Requirements

Responsibilities

• Manage and resolve support tickets through our ticketing system, ensuring timely, accurate, and professional communication with customers
• Troubleshoot software issues by analyzing system behavior, identifying root causes, and delivering clear, effective solutions
• Document all customer interactions, technical findings, and resolutions in a thorough and consistent manner
• Escalate complex issues as needed and collaborate with engineering, product, and operations teams to drive resolution
• Assist with basic system administration tasks, including configuration updates, data validation, and user/account management
• Contribute to the creation and maintenance of internal and customer-facing documentation, including knowledge base articles and FAQs
• Identify trends in support requests and recommend improvements to processes, product functionality, and overall customer experience
• Support continuous improvement initiatives by providing feedback on recurring issues and inefficiencies
• Maintain a strong understanding of the product, system workflows, and supporting technologies
• Meet or exceed established service level agreements (SLAs) and performance metrics (KPIs)

Requirements

• Experience using Nano LOS, or 6 months daily bank experience heavily preferred
• 1–3 years of experience in technical support, software support, or a related customer-facing technical role
• Strong problem-solving skills with the ability to diagnose and resolve technical issues effectively
• Excellent written and verbal communication skills, with a focus on clarity and professionalism
• Experience working with ticketing systems and handling a high volume of support requests
• Solid understanding of software applications, system workflows, and general IT concepts
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail
• Strong documentation and organizational skills
• Basic understanding of SQL is beneficial, but not required
• Experience in or exposure to system administration concepts is a plus
• High school diploma or equivalent required; additional technical education or certifications are a plus