Software Support Analyst

Job Description

The Software Support Analyst provides front-line support to customers using Kloud Connects accounting practice management system. This role ensures customers receive timely and effective resolutions to their inquiries while contributing to the overall customer experience through troubleshooting, feedback collection, and training support. POSITION: Software Support Analyst Role Customer Support Provide timely and effective support to customers via phone and email. Troubleshoot and resolve software issues, escalating complex problems to internal teams when necessary. Collaborate with the onboarding team to ensure a smooth transition for new clients. Identify customer training needs and refer them to the appropriate training or consulting teams. Documentation and Content Creation Work with the Content & Training Manager as well as our product team to develop and maintain user guides, FAQs, and troubleshooting articles. Create instructional videos and tutorials to support customer education and software adoption. Continuous Improvement Gather customer feedback to identify recurring issues and improvement opportunities. Provide insights to the product development team to enhance software functionality and usability. Stay up to date with the latest software updates and features to provide accurate support. 1. Response and resolution times for customer inquiries. 2. Customer satisfaction ratings from support interactions. 3. Quality and relevance of client-facing documentation and resources. 4. Timely identification and escalation of complex issues. 5. Contribution to continuous improvement initiatives based on customer feedback.