Software Support Analyst – Tech & Integrations

Pccarx; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

PCCA is seeking a customer-focused IT Support professional in Houston, TX. The role provides installation, configuration, and ongoing support for PK Software systems and integrations, with strong emphasis on delivering excellent customer experiences across phone, email, chat, and remote sessions.

The ideal candidate has a Bachelor’s degree in IT or equivalent experience, 2+ years of phone-based IT support, and solid knowledge of hardware, software, and networking.

Qualifications

• Bachelor’s Degree in Information Technology or equivalent work experience.
• ,

Responsibilities

• Provide installation, configuration and support for PK Software systems, integrations, and related modules.
• Deliver high-quality technical support to customers via phone, email, chat, and remote sessions, ensuring a positive customer experience
• Diagnose, troubleshoot, and resolve software, hardware, and integration issues in a timely and professional manner
• Maintain and support client/server environments, including desktop hardware, peripherals, and network connectivity as needed
• Document, track, and manage support cases in the ticketing system, ensuring accurate notes, proper categorization, and timely resolution
• Escalate complex issues to Tier 2/3 support or development teams with clear, complete documentation and replication steps
• Assist with User Acceptance Testing (UAT) for new releases, features, and integrations, providing feedback to improve product quality
• Create, update, and maintain internal and customer-facing knowledge base articles, technical guides, and troubleshooting documentation
• Collaborate with Onboarding, Training, Customer Success, and Development teams to ensure seamless customer experiences
• Identify recurring issues and trends, proactively recommending process improvements or product enhancements

Skills

Phone-based support

SQL Server

Microsoft Office

Networking basics

Software troubleshooting

Documentation

Customer service

Team collaboration

On-site onboarding

Typing speed

Education

Bachelor’s Degree in Information Technology

Tools

SQL Server

Job description

PCCA is seeking a customer-focused IT Support professional in Houston, TX. The role provides installation, configuration, and ongoing support for PK Software systems and integrations, with strong emphasis on delivering excellent customer experiences across phone, email, chat, and remote sessions.

The ideal candidate has a Bachelor’s degree in IT or equivalent experience, 2+ years of phone-based IT support, and solid knowledge of hardware, software, and networking.