**Overview**

The Software Support Specialist reports to the IT Manager and plays a critical role in ensuring customer satisfaction related to the use of software applications. This position serves as a key liaison between the Tier 1 Technical support team and software product stakeholders, providing expert-level technical support when issues are escalated.

The Specialist works directly with customers and internal IT teams to diagnose, troubleshoot and resolve complex application issues. Responsibilities include in-depth technical knowledge, product and usage guidance, root cause analysis, escalation management, and timely customer communication. This role requires the ability to independently assess reported technical issues using diagnostic tools; determine likely cause and implement effective resolutions within defined service level agreements (SLAs).

This individual must understand system interdependence to minimize service disruption and customer impact...