Software Support Technician

Job Description

What you'll do

• Resolve customer queries through phone and chat, using non-technical language to guide them clearly and confidently as they navigate our software products.
• Approach every interaction with empathy, listening carefully and reassuring customers that you’re there to help.
• Encourage and support customer independence by sharing relevant help articles and explaining how to use self‑serve resources effectively.
• Troubleshoot issues by gathering information, using available tools and documentation and applying logical problem solving to reach a resolution or clear next step.
• Empower customers to understand the software so they can work more effectively.
• Maintain accurate, high‑quality notes to support smooth handovers and contribute to team knowledge.
• Collaborate with colleagues across Support and other teams when customer queries span multiple areas.
• Identify earl...