Software Support Analyst

Cheung Sha Wan

Responsibilities

Provide top-notch technical support to clients regarding software-related issues, and incidents in a timely and professional manner
Investigate and diagnose software problems and identify root causes
Collaborate with cross-functional teams to escalate and track issues that require further attention or resolution
Document and maintain detailed records of client interactions, including issues reported, troubleshooting steps taken, and resolutions provided
Contribute to the creation and improvement of support documentation, knowledge base articles, and FAQs to enhance the efficiency of support processes

Requirement

Bachelor's degree in Computer Science, or IT related field
Minimum 2 years Software Support experience
Knowledge of backend programming languages, such as Node.js or Ruby on Rails
Experience with database management systems, such as MySQL etc.
Excellent problem-solving and analytical skills, with a keen attention to detail
Effective communication skills, both verbally and in writing, to interact with clients and internal stakeholders
Customer-oriented mindset with a focus on delivering exceptional service and support
Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
Flexibility to work occasional evenings or weekends remotely to accommodate client needs

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