Software Support Engineer

Overview:
As a Software Support Engineer, your primary goal is to ensure educators, administrators, and other users of our EdTech solutions have a seamless and positive experience with our products and services. You will play a key role in enhancing customer satisfaction by efficiently addressing technical challenges and delivering exceptional support.

Key Responsibilities:

Client Support

• Deliver exceptional customer service and proactively resolve client concerns.
• Handle inquiries, technical issues, and product-related concerns with professionalism.
• Ensure timely resolution of customer issues to maintain satisfaction and trust.

Product Knowledge

• Stay up-to-date on product features and enhancements.
• Provide comprehensive product training to clients to improve their understanding and maximize utilization of our solutions.

Process Improvement

• Implement best practices for ticket management, knowledge base creation, and communication processes.
• Suggest improvements to enhance service quality and streamline client support operations.

Data Analysis

• Analyze client data and ensure proper alignment with the softwares architecture.
• Validate uploaded data for accuracy and compatibility.

Collaboration and Peer Communication

• Work closely with the product development team to deliver customized solutions for clients.
• Provide constructive feedback to colleagues to foster growth and team effectiveness.
• Maintain clear and concise communication to avoid misunderstandings.

Minimum Qualifications and Expectations:

• 3–5 years of proven experience in customer support roles.
• Knowledge of SaaS, EdTech, ERP systems, and familiarity with the education sector is preferred.
• Strong communication and interpersonal skills.
• Proficiency in support tools such as Freshworks, JIRA, and CRM systems.
• Analytical mindset with the ability to leverage data for decision-making.
• Excellent problem-solving and conflict resolution skills.
• Ability to adapt and thrive in a dynamic, fast-paced environment.

Desired Skills:

• Familiarity with best practices in customer support and experience with remote or hybrid support models.
• Understanding of K-12 or higher education environments is a plus.
• Commitment to continuous learning and professional growth.

This role offers an opportunity to make a meaningful impact by empowering users in the education sector through exceptional support and innovative solutions.