SOFTWARE SUPPORT OFFICER

JOB DESCRIPTION:

The Software Support Officer is responsible for providing technical assistance, troubleshooting, and support to end-users of software applications. This role ensures seamless operation, resolves user issues, and maintains high customer satisfaction. The officer collaborates with teams to improve processes and deliver timely solutions, leveraging strong technical knowledge and communication skills.

Key Responsibilities:

1. Technical Support and Sales
   • Respond to user queries via email, phone, or ticketing systems in a professional and timely manner.
   • Troubleshoot software issues and guide users to resolve problems.
   • Escalate complex issues to higher-level technical teams or vendors as needed.
   • Create quotations on all Able Software Solutions and MYOB for prospective clients
   • Meet the individual budget and contribute in obtaining the division’s budget

2. System Maintenance:

• Monitor the performance of software applications and report potential issues.
• Assist with software updates, patches, and configurations.
• Test and document new features or fixes before implementation.

3. Test and document new features or fixes before implementation.

• Conduct user training sessions to improve proficiency in software applications.
• Create and maintain user manuals, FAQs, and support documentation.

4. Collaboration & Feedback:
   • Work closely with developers, software managers, and QA teams to resolve bugs and improve functionality.
   • Provide feedback based on user reports to enhance the user experience.

5. Compliance & Reporting:
   • Ensure all support activities adhere to company policies and compliance requirements.
   • Maintain accurate records of user interactions and resolutions in the ticketing system.
   • Prepare reports on common issues, resolutions, and system performance.

Skills and Qualifications

Technical Skills:

• Knowledge in Microsoft Office Suite, ERP systems, Time & Attendance system and payroll system.
• Familiarity with operating systems (Windows, macOS, Linux) and basic networking concepts.
• Knowledge of SQL, scripting, or software debugging is a plus.

Soft Skills:

• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills.
• Customer-focused with a proactive approach to resolving issues.

Education:

• Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience).

Interested applicants email their application letter, updated CV, Copy of Diploma, Transcript of Record to [email protected]