Software Support Analyst I

Ultipro; Tennessee; Hybrid; USD 42,000 - 62,000; Full time

Job summary

Ultipro in Piney Flats, TN seeks an experienced Front-Line Software Support specialist to assist external clients with technical issues via phone, email, and remote access. You will build strong relationships with clients and internal teams while identifying and resolving software problems and providing training on new versions.

The role requires solid troubleshooting skills, clear communication, and the ability to manage multiple tasks effectively in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Two years related experience.
• Proficient understanding of computer and technical concepts.
• Strong troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to prioritize workload and manage multiple responsibilities effectively.

Responsibilities

• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
• Build and maintain effective relationships with team members, management, in-house software developers and clients.
• Identify, troubleshoot and resolve application issues.
• Communicate and escalate issues that cannot be resolved to the appropriate team member(s).
• Document all reported issues and task details; analyze gathered data.
• Deploy and provide training on software applications to new clients and new versions to current clients.

Skills

Technical support

Customer service

Troubleshooting

Communication skills

Prioritization

Education

High school diploma

Job description

REPORTS TO: Team Lead or Support Manager

JOB LOCATION: Piney Flats, TN

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
• Build and maintain effective relationships with team members, management, in-house software developers and clients.
• Identify, troubleshoot and resolve application issues.
• Communicate and **escalate** issues that cannot be resolved to the appropriate team member(s).
• Document all reported issues and task details; analyze gathered data.
• Deploy and provide training on software applications to new clients and new versions to current clients.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High school diploma or equivalent
• Two (2) years related experience
• Must have a proficient understanding of computer and technical concepts
• Must have strong troubleshooting skills
• Must have strong verbal and written communication skills
• Ability to prioritize workload and manage multiple responsibilities effectively

Qualifications

Education

Required

High School or better.

Experience

Required

2 years:

2 years:

Software Support

Equal Opportunity Employer
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