Software Support Engineer

• Respond to customer inquiries via email, phone, and live chat in a professional and courteous manner
• Troubleshoot and resolve customer issues related to our platform
• Document and track customer inquiries and resolutions in our ticketing system
• Collaborate with the development team and projects team to escalate complex issues and ensure timely resolution
• Proactively identify and suggest solutions to improve the customer experience
• Stay up to date on the latest developments and features of our platform

• Relevant tertiary qualification specialising in Computer Science.
• 2+ years of experience in technical support, preferably in a SaaS environment
• Strong technical knowledge of cloud computing and web-based applications
• Excellent written and verbal communication skills
• Ability to work independently and in a fast-paced environment
• Familiarity with ticketing systems, particularly ConnectWise Manage is helpful
• Experience with SQL a must and scripting a plus

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