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What does a Software Support Specialist do?

Learn all about Software Support Specialist duties, skills and much more. Get expert advice on how to become a Software Support Specialist.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A software support specialist provides customer service and technical support for computer software products. They answer questions and resolve problems through phone, email, and chat. They may also provide training on how to use the software.

Software Support Specialist job duties include:

  • Act as first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the cause of the problem by evaluating symptoms and troubleshooting steps taken by the customer
  • Resolve technical issues involving Microsoft Office, Windows operating systems, and a variety of other software applications
  • Provide prompt and accurate feedback to customers
  • Escalate complex issues to senior level technicians where appropriate
  • Follow up with customers to ensure their technical issues have been resolved satisfactorily
  • Stay current with new technology developments that could improve customer support services
  • Update job knowledge by studying new product descriptions; participating in educational opportunities
  • Improve service quality by adhering to company standards and procedures

Software Support Specialist Job Requirements

The job requirements for a Software Support Specialist vary depending on the employer, but usually include at least a bachelor's degree in computer science or a related field. Certification from an organization such as the Institute for Certification of Computing Professionals (ICCP) is also often required. Employers also typically require several years of experience working in software support or a related field.

Software Support Specialist Skills

  • Patience
  • Empathy
  • Technical skills
  • Listening skills
  • Problem-solving skills
  • Communication skills
  • Organizational skills
  • Time management skills
  • Stress management skills
  • Interpersonal skills
  • Customer service skills

Related: Top Software Support Specialist Skills: Definition and Examples

How to become a Software Support Specialist

A software support specialist is responsible for providing technical assistance and support to users of a particular software program. They are usually the first point of contact for users who are experiencing problems with the software, and they must be able to troubleshoot and resolve issues in a timely manner. In order to become a software support specialist, you will need to have strong technical skills and knowledge of the software program in question. You should also be patient and able to communicate effectively with users who may be frustrated or confused. If you have these qualities and are interested in helping others use software programs, then a career as a software support specialist may be right for you!

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