Software Support Specialist - Knit System

October 20

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Sourcefit

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Information Technology Outsourcing (ITO) • Non Voice Outsourcing/Back End Office • Voice Outsourcing - Customer Service • Project Outsourcing • Offshore Staff Leasing

1001 - 5000

Description

• The Software Support Specialist will be responsible for providing support to users of the Knit system. • This role involves guiding users through software-related issues, configuring accounts, and supporting the system’s functionality. • Collaborate with IT, HR, and other internal teams to ensure smooth operation and support of the system. • Serve as the first point of contact for resolving technical issues related to the Knit system. • Assist in the enhancement of the system’s chatbot by providing feedback on recurring user issues. • Work closely with the IT and HR teams to address cross-functional queries that span across both departments. • Identify issues that cannot be resolved at Level 1 and escalate them to appropriate higher-level support teams.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field. • 2+ years of experience in software support or SaaS support roles. • Basic knowledge of system configuration and account setup. • Strong problem-solving skills and ability to troubleshoot software issues independently. • Strong interpersonal skills and ability to collaborate across departments. • Experience in training users and creating support documentation. • Excellent communication skills, both written and verbal. • Ability to manage multiple tasks and work under pressure in a fast-paced environment. • Nice to have: Experience working with software ticketing systems. Familiarity with chatbots and automation tools for support. Familiarity with HR and IT systems.