Software Support Expert

5 days ago


Halifax, Nova Scotia, Canada Suna Solutions Full time

About the Role:

We are seeking an experienced Software Support Expert to join our dynamic team in Halifax, Nova Scotia. As a key point of contact for customer queries, you will provide technical and engineering support for our products and services.

In this role, you will be responsible for troubleshooting issues, delivering high-quality solutions, and building strong relationships with customers. You will also accurately document all technical inquiries, customer-reported issues, and resolutions in our ticketing system.

Key Responsibilities:

  • Respond to incoming tickets, calls, and emails to assist customers with their technical issues.
  • Evaluate and analyze customer issues, providing prompt solutions or directing complex cases to the right resources.
  • Build strong, professional relationships with customers while maintaining the highest level of support and service.
  • Accurately document all technical inquiries, customer-reported issues, and resolutions in the ticketing system.
  • Handle multiple tasks efficiently, including prioritizing support requests and managing calls and emails.
  • Participate in the rotating on-call schedule to provide ongoing support to customers.
  • Adhere to company policies and procedures, ensuring customer service excellence and proper issue escalation.

Preferred Qualifications:

  • Minimum 2 years of experience in a customer support environment, resolving technical issues over calls or emails.
  • Minimum 2 years of experience in a technology environment, with a focus on software or hardware support.
  • Familiarity with the customer support lifecycle and best practices for managing support cases.
  • Proficiency with Microsoft Office applications and basic troubleshooting techniques.


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