Technical Support Specialist – Software Support Analyst

About the role

The Software Support Analyst will triage incoming software support tickets, route them to the appropriate teams, and ensure timely resolution in line with service level agreements. This position supports global operations and serves as the first point of contact for customers, partners, and internal colleagues.

Key responsibilities

• Monitor ticket queues, respond quickly, and maintain SLA compliance.
• Validate ticket details, collect characterization data, and route tickets to the correct support team.
• Provide log‑collection guidance to submitters to aid diagnostics.
• Engage daily with customers, partners, and internal stakeholders via verbal and written communication.
• Perform initial checks on reported issues before escalation.
• Monitor Genesys ACD queues and respond to activity as needed.
• Use internal ticketing tools, triage dashboards, and adhere to established support processes.
• Identify opportunities to improve routing accuracy and communication quality.

Required profile

• Strong written and verbal communication skills.
• High attention to detail and ability to multitask in a high‑volume environment.
• Commitment to customer service and timely responses.
• Willingness to work shifts, including weekends, to support global time zones.

Required skills

• Experience with Genesys ACD monitoring.
• Proficiency using ticketing systems and triage dashboards.