Application Software Support Analyst

Description:

Join a fast-moving, collaborative Application Support team within the packaging technology industry. As an Application Software Support Analyst, you will be the first point of contact for customers, troubleshooting complex software issues and providing exceptional support that empowers users to succeed.

Key Responsibilities:

• Provide first-line support to users via phone, email, and ticketing systems.

• Troubleshoot and resolve complex software problems with creative and effective solutions.

• Collaborate closely with engineering, sales, QA, and development teams to resolve customer issues.

• Educate and guide users on platform features to maximize value.

• Document customer interactions thoroughly and accurately.

• Advocate for customers by sharing feedback with internal teams.

Required Skills & Tools:

• Strong experience supporting enterprise software applications.

• Proficiency with SQL tools (e.g., SQL Server Management Studio).

• Skilled in Microsoft Office, especially advanced Excel (macros, data imports).

• Familiarity with remote support tools such as GoToAssist, Splashtop, or N-Able.

• Solid Windows operating system knowledge (Mac OS skills are a bonus).

Candidate Profile:

• Clear and confident communicator, both written and verbal.

• Self-motivated problem solver who learns quickly and anticipates needs.

• Highly organized and results-driven.

• Prior experience in customer or application support roles.

• Knowledge of flexographic printing or packaging industry is a significant plus.

• Bilingual in English and Spanish is advantageous.

Education:

• Bachelor’s degree or equivalent experience.

Why This Role?

This role offers a unique opportunity to join a dynamic team shaping the future of packaging technology. If you are passionate about customer success, enjoy a fast-paced environment, and want to use your technical skills to make an impact, this position is for you.