Software Support Analyst

About the role

The Software Support Analyst provides technical and functional support to end users, serving as a key member of the Customer Support Team. In this role, you handle incoming service requests, troubleshoot issues related to proprietary software and Windows server environments, and ensure that customer problems are resolved efficiently and professionally. You work closely with internal teams, contribute to process documentation, and continuously develop your technical skills to support integrated products in a dynamic, technology-focused environment.

This is a Permanent position based out of Chesapeake, VA.

Responsibilities

• Serve as the primary point of contact for incoming customer support requests and inquiries.
• Answer calls to the Customer Support Desk and accurately capture information for all service requests.
• Manage and resolve a wide range of customer support requests, including advanced technical issues related to proprietary software and Windows server environments.
• Independently troubleshoot and solve problems using experience and established procedures.
• Resolve the majority of end user technical issues without the need for further escalation or call routing.
• Coordinate with internal teams as needed to manage and resolve customer support requests.
• Communicate the status of support requests clearly and promptly to customers and internal stakeholders through meetings and other channels.
• Conduct on-site system reviews, including in-person troubleshooting of deployed solutions.
• Work rotating on-call shifts, including nights, weekends, and holidays, to support customers and maintain service continuity.

Requirements

• Bachelor's degree in a related field, or equivalent experience; an associate's degree in a related field with 2+ years of relevant experience is also acceptable.
• Ability and willingness to work rotating on-call shifts, including nights, weekends, and holidays.
• Hands-on working experience with Windows terminals.
• Hands-on working experience with Linux terminals.
• Strong technical support capabilities, with the ability to troubleshoot software and server-related issues.
• Customer service skills with a focus on clear communication, responsiveness, and professionalism.
• Excellent verbal communication skills, including the ability to explain technical concepts to diverse audiences