Software Analyst

SOFTWARE ANALYST



Overview:
The Software Analyst plays a key role in troubleshooting software issues, providing technical support, and ensuring the smooth integration of systems. This professional will support customers and internal teams by identifying and resolving software problems, developing integration scripts, and enhancing system functionality. The ideal candidate has a strong background in troubleshooting, customer support, and programming for system integrations.

Key Responsibilities:

• Software Troubleshooting & Support:
• Provide expert technical support by diagnosing and resolving software issues for customers and internal users. Troubleshoot software malfunctions, identify root causes, and recommend effective solutions to ensure smooth operation.
• Customer Interaction & Issue Resolution:
• Serve as a primary point of contact for technical inquiries from customers. Address software issues, answer questions, and ensure timely resolution of problems, maintaining high customer satisfaction. Follow up with customers to ensure their technical issues are resolved
• Programming & Script Writing:
• Write and maintain integration scripts to connect different software systems and ensure seamless data exchange between platforms. Develop custom scripts to automate tasks and resolve integration challenges.
• Documentation & Reporting:
• Create and maintain detailed documentation on troubleshooting processes, issue resolutions, and integrations. Report on recurring issues and recommend long-term solutions to improve software performance.
• Continuous Improvement:
• Analyze recurring issues and customer feedback to identify areas for improvement in software functionality and customer support processes. Provide recommendations to improve the user experience and system performance.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Experience in a technical support or troubleshooting role, with a strong focus on resolving software issues.
• Knowledge of programming languages (e.g., Python, JavaScript, or similar) for writing integration scripts and automating processes.
• Excellent problem-solving and analytical skills, with the ability to quickly diagnose and resolve software issues.
• Strong communication skills and a customer-oriented mindset.
• Familiarity with help desk or ticketing systems for managing support cases.
• Strong technical skills in network infrastructure (CISCO CCNA Certifications will be considered as a plus)
• Experience with software testing and quality assurance processes is a plus.