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Dew Software is seeking a dedicated and customer-oriented Software Support Engineer to join our team. As a Software Support Engineer at Dew Software, you will play a crucial role in ensuring the satisfaction and success of our clients by providing technical support and assistance for our software products. You will work closely with customers to understand and resolve their issues, employing your strong problem-solving and communication skills. Joining Dew Software means being part of a company committed to delivering exceptional software solutions and driving digital transformation for our clients. With a global presence and a focus on quality and excellence, Dew Software collaborates with Fortune 500 companies in their digital transformation journeys.

Responsibilities

• Provide technical support to customers via various channels, including phone, email, and chat.
• Diagnose and resolve software-related issues reported by customers.
• Collaborate with development teams to investigate and resolve complex technical problems.
• Document customer interactions and solutions in the ticketing system.
• Ensure timely and effective communication with customers, providing regular updates on the status of their reported issues.
• Contribute to the continuous improvement of our products by providing feedback and suggestions based on customer interactions.
• Stay up-to-date with product knowledge and new releases to provide accurate and relevant support to customers.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field.
• Proven experience in a customer-facing role, providing technical support for software products.
• Strong troubleshooting and problem-solving skills.
• Experience with SQL and database concepts.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks and customer inquiries.
• Experience with bug tracking systems and ticketing systems.