Software Support Analyst
robert halfIndependence (OH)
Software Support Analyst
Posted 5 days ago
robert halfIndependence (OH)
SENIORITY
Junior
About the role
We are looking for a Software Support Analyst to provide responsive assistance to users and help deliver a smooth experience across software platforms in Independence, Ohio. This Long-term Contract position is well suited for someone who brings strong troubleshooting skills, communicates clearly with end users, and enjoys solving application-related issues in a fast-paced support environment. The ideal candidate will be comfortable working within a SaaS setting, documenting solutions thoroughly, and building toward a future path in customer-facing success roles.
Responsibilities:
Deliver timely support to end users by diagnosing software issues, answering questions, and resolving incidents through remote and direct assistance.
Investigate application-related problems, identify root causes, and provide clear guidance that helps users return to productivity quickly.
Support increased service demand tied to the rollout of new software platforms and assist users as they adapt to updated tools and workflows.
Create and maintain accurate support records, knowledge articles, and troubleshooting documentation to improve consistency and future resolution times.
Work closely with internal support team members to escalate complex issues appropriately and ensure effective follow-through on open cases.
Provide attentive customer support that balances technical problem solving with patience, clarity, and a positive user experience.
Monitor recurring issues and share observations that may help improve application performance, user adoption, and support processes.
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
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Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.