Software Support Analyst

*Job Description* Capable Software LLC is seeking a detail-oriented Software Support Analyst to assist users with software-related questions, troubleshoot technical issues, and help maintain reliable application performance. The ideal candidate has strong analytical and communication skills and can explain technical solutions clearly to both technical and nontechnical users. In this role, you will investigate software issues, document support requests, test potential solutions, and collaborate with development and technical teams to resolve problems efficiently. You will also help improve support procedures and contribute to a positive user experience. *Responsibilities*

• Respond to software support requests through email, phone, or a ticketing system.
• Investigate application errors, access issues, and unexpected software behavior.
• Troubleshoot problems and guide users through effective solutions.
• Document reported issues, troubleshooting steps, and resolutions.
• Reproduce software defects and communicate findings to development teams.
• Assist with application testing, updates, and basic configuration tasks.
• Monitor unresolved tickets and follow up with users as needed.
• Identify recurring issues and recommend improvements to support processes.
• Maintain clear and accurate technical documentation.

*Requirements*

• Experience in software support, application support, technical support, or a related role.
• Basic understanding of software applications, operating systems, and troubleshooting methods.
• Strong written and verbal communication skills.
• Ability to analyze problems and follow structured troubleshooting procedures.
• Familiarity with help desk ticketing systems and support documentation.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaborate with a technical team.

*Preferred Skills*

• Experience with SQL queries and basic database troubleshooting.
• Familiarity with web applications, browsers, APIs, or client-server environments.
• Knowledge of Windows and common business software applications.
• Experience using tools such as Jira, Zendesk, or similar ticketing platforms.
• Understanding of software testing and defect-reporting processes.
• Ability to prioritize multiple support requests and manage deadlines.

*About the Company* Capable Software LLC is the company name provided for this job description. Its specific business profile and Phoenix-area office have not been independently verified. This draft outlines typical responsibilities for a Software Support Analyst and should be aligned with the employer’s actual services, work location, and hiring requirements before publication.