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Top 50 Software Support Analyst Skills

Below we've compiled a list of the most important skills for a Software Support Analyst. We ranked the top skills based on the percentage of Software Support Analyst resumes they appeared on. For example, 15.7% of Software Support Analyst resumes contained Hardware Issues as a skill. Let's find out what skills a Software Support Analyst actually needs in order to be successful in the workplace.

These are the most important skills for a Software Support Analyst:

1. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Software Support Analyst jobs:
  • Respond to approximately 30 calls per day; while logging and troubleshooting software, technical, and basic hardware issues.
  • Analyze and troubleshoot software and hardware issues while also training end users on usage of the software.
  • Worked with Dell Gold Support to resolve Hardware Issues covered under warranty.
  • Diagnosed variety of hardware issues; replaced faulty hardware components.
  • Key Accomplishments: Resolved client software/hardware issues and acted as liaison between the client and car manufacturers.

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2. Technical Support

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high Demand
Here's how Technical Support is used in Software Support Analyst jobs:
  • Provided front line technical support to multiple county clerks regarding issues they encountered utilizing our elections system management software.
  • Provided worldwide customer technical support of proprietary core operating system and database products
  • Provided second level technical support to solve difficult customer problems.
  • Provided primary and secondary level technical support.
  • Provided senior-3rd level technical support.
  • Provide a combination of Tier 1, Tier 2 and Tier 3 technical support for all applications the company offers.
  • Provided technical support and performed troubleshooting procedures for personal computers, laptops, hardware and peripherals for 50 end-users.
  • Managed and provided technical support to all student and instructor calls of McGraw-Hill web based applications and software installations.
  • Provided technical support to clients for a financial research software product, print publication, and online resource.
  • Provided technical support to clients for a financial research software product.
  • File enhancement requests, and bugs with development technical support.
  • Provided technical support to all ASG customers.
  • Provided technical support for Microsoft Employees.
  • Responded to all client requests for technical support by phone, email and the inter- office chat service.
  • Execute technical support to wire room clients and technicians for the PAYplus USA real-time payment engine.
  • Provide technical support for the online storage service sold by Xdrive/AOL LLC.
  • Acted as primary technical support for Enertia's Software Application.
  • Provided technical support for Peachtree Accounting Software Line.
  • Provide technical support and training for staff of client libraries Install and maintain LAN- and Web-based EOSi software on client systems
  • Lead for West Technical support for ecommerce claims and National Provider Identification.

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5 Technical Support Jobs

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3. Data Analysis

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high Demand
Here's how Data Analysis is used in Software Support Analyst jobs:
  • Developed metrics aligned with data analysis techniques to monitor the efficacy of the criminal remediation process.
  • Resolved customer technical issues through online research and data analysis.
  • Assist with and coordinate data analysis, repairs, merges, and conversions.
  • Investigate issues, data analysis.
  • Guided customers on a daily basis in clinical workflow and data analysis.

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4. SQL

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high Demand
Here's how SQL is used in Software Support Analyst jobs:
  • Corrected software errors through alternative operational methods and/or SQL updates.
  • Use complex SQL queries to analyze database data, and troubleshoot escalated issues from Tier I Software Support.
  • Worked in SQL with developers and DBA to test code changes to applications before pushed to production servers.
  • Installed database software on test machines including MSSQL, Oracle, Lotus Domino and MySQL.
  • Utilized SQL for data mining, issue handling and migration of data.
  • Restore, backup and install databases in Microsoft SQL Server Management.
  • Update data within SQL databases to prepare data for software implementation.
  • Approved and implement SQL code and scripts through Change requests.
  • Worked with SSRS (SQL Server Reporting Services).
  • Worked with Interactive SQL server with a relational DB.
  • Learned SQL for querying database and modifying custom reports.
  • Updated corrupt data records in database using TSQL.
  • Performed SQL Server testing and client server support.
  • Create a Data warehouse with SQL 2005.
  • Run SQL scripts, build queries, and migrate SQL databases on live servers.
  • Acted as the sole Database Analyst using SQL 2000 and SQL 2005.
  • Worked with SQL server, Oracle, and SQL Anywhere.
  • Prepare SCLogic's hosted software servers as well as client's local application and SQL servers for installation.
  • Assisted users with database connectivity issues involving the Sybase SQL database engine.
  • Used SQL queries and VMware to help trouble shoot.

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7 SQL Jobs

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5. Windows XP

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high Demand
Here's how Windows XP is used in Software Support Analyst jobs:
  • Supported Microsoft Office 2000, XP and 2003 products, Windows NT workstation, Windows 2000 and Windows XP operating systems.
  • Resolved issues within the Windows XP/7 environment involving Windows 7/Windows XP/Windows 98 and Windows 95 machines.
  • Installed Windows XP and basic shrink-wrap application including Office 2003-2007.

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6. Customer Service

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high Demand
Here's how Customer Service is used in Software Support Analyst jobs:
  • Analyzed and evaluated incident reports before recommending proven solutions to management to help reduce call volume and improve customer service efficiency.
  • Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
  • Mentored new co-workers putting emphasis on cooperation, customer service and quality.
  • Ensured timely resolution of all technical and customer service inquires.
  • Assisted in developing and implementing customer service policies and procedures.
  • Provided support to Customer Service Representatives Process Designer.
  • Provided a superior customer service experience with clients through exceptional communication via email, phone, and online meeting tools.
  • Applied top customer service to 400 financial institutions, maintaining the company goal of keeping our clients happy.
  • Work closely with Marketing, Creative and Customer Service for laser output design and development.
  • Use of Unix, Windows, and Clarify Database applications to assist in customer service.
  • Recognized for outstanding communication skills and customer service with clients, co-workers and staff.
  • Responded to inbound customer service inquiries, including order entry and tracking.
  • Respond to inquiries and provide customer service and technical support.
  • Provided the very best Customer Service to any customers.
  • Created jobs aids within workflow tool utilized by customer service representatives.
  • Resolved issues for customers in the Banking industry buy providing quality customer service in a helpdesk role.
  • Created and maintained Customer Service website, ad hoc reporting, and reporting of metrics.
  • Document and escalate ticket to engineering via Jira * Excellent customer service and communication skills.
  • Created, developed and maintained customer service websites using Wordpress.
  • award over 12 times for superior customer service and satisfaction.

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1 Customer Service Jobs

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7. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Software Support Analyst jobs:
  • Performed troubleshooting for common error messages experienced with everyday software application use.
  • Determined and troubleshoot any reported customer product problems via telephone or e-mail.
  • Assist clients by troubleshooting issues experienced in the daily operation and use of web-based Learning Management System (LMS) application.
  • Assisted customers with inquires, software configuration, installation and patches, troubleshooting techniques, performance tuning, and migrations.
  • Performed in-depth troubleshooting and performed research to thoroughly answer user technical problems, issues and inquiries.
  • Work effectively with our clients to install, diagnose, and troubleshoot hardware and software.
  • Demonstrate a high level of creative thinking in troubleshooting techniques to resolve customer inquiries.
  • Used Remote Assistance, RDP and VNC to remotely troubleshoot and resolve issues.
  • Improved customer service by training Software Support Analysts to troubleshoot advanced customer issues.
  • Used Team Viewer to remotely troubleshoot and support schools using above applications.
  • Perform technical troubleshooting covering installations, upgrades, and product related issues.
  • Assisted system upgrades, troubleshooting, improvements, and necessary downtime.
  • Provide training to fresh analysts & provide 2nd level troubleshooting assistant.
  • Tax software support as well as IT troubleshooting over the phone
  • Support and troubleshoot Microsoft Operating systems, WinXP, Win7.
  • Provided first tier and assisted with second tier troubleshooting.
  • Managed subscriptions, troubleshoot report failures.
  • Identified data mapping requirements, troubleshooting, identifying / resolving deadlocks / errors in SSIS integration, workflow mappings/general advice.
  • Investigate incidents in depth to identify 'point of failure' for Devs to troubleshoot.
  • Install, configure and troubleshoot Dexis Integrator for for Dentrix, EagleSoft, EasyDental and PracticeWorks Practice Management Programs.

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8. Desktop

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high Demand
Here's how Desktop is used in Software Support Analyst jobs:
  • Provided installation support for complex database driven desktop software and data products.
  • Administrated desktop faxing application/server -tasks included maintenance, upgrades and monitoring
  • Prepared daily documentation distributed to entire corporate desktop team.
  • Provide desktop support, including troubleshooting, installing, and repairing hardware, and software.
  • Resolved all office related desktop and Exchange issues, coordinated any hardware upgrades with vendors.
  • Increased departmental productivity by providing internal desktop support for Win NT & Win 95 workstations.
  • Support Windows and Web-based REPS products via phone, e-mail and remote desktop application.
  • Utilized remote desktop tools to help resolve problems on Forest Service imaged PC's.
  • Maintained desktop computers, including support of hardware, software and peripherals installed.
  • Trouble shooting of hardware and software issue s via remote desktop connection.
  • Helped install and setup applications on new Desktop and Laptop Hardware.
  • Provided desktop support for users who were having hardware/software issues.
  • Administered LAN/WAN, desktops, servers and applications.
  • Function: Desktop Support for Accounting Solutions software.
  • Provide Network/Desktop support for the Americas.
  • Provide desktop support for financial software.
  • Provide support in software applications, printing, SQL, Electronic Health Records, Practice Management software and general desktop support.
  • Support Intuit's line of TurboTax products web, mobile, desktop (win/mac).
  • Assisted clients via voice, email, remote desktop and chat.
  • Call Management Applications Zeacom Desktop.

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9. Software Applications

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high Demand
Here's how Software Applications is used in Software Support Analyst jobs:
  • Developed training materials to introduce new software applications and/or train employees on new or additional software modules implemented.
  • Addressed end-user concerns related to software applications and proactively solved problems.
  • Assisted customers in installing and customizing the Performance Monitoring software applications.
  • Tested new and existing software applications under development or consideration.
  • Educated users on software applications and hardware operations.
  • Resolved bug-related issues with internal Microsoft software applications.
  • Collaborated with software architects and usability teams to evaluate how serviceable software applications would be to current and potential clients.
  • Coordinated and conducted testing all of software applications from 3rd party vendors and in-house custom applications.
  • Subject matter expert (SME) on use of all customized software applications.
  • Designed, developed, and delivered classes and training programs for software applications.
  • Assist end users with the operation of various PC based software applications.
  • Installed, configured and tested software applications.
  • Provided second level support for all software applications utilized within Presbyterian Intercommunity Hospital.
  • Provided 24/7 on-call support for production issues as a top level product expert for middleware software applications.
  • Suggest ways to maximize software applications to assist with process improvements and workflow changes.
  • Performed Tier II support of .Net web software applications, including SalesLogix Web Client software for customers.
  • contract) Duties included excellent customer service skills, knowledge of all product lines, and software applications.

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10. PCS

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high Demand
Here's how PCS is used in Software Support Analyst jobs:
  • Performed hardware installation of desktop PCs, standalone and server printers, and laptops.
  • Configured client desktop PCs to avoid known conflicts with third party software.
  • Deployed and decommissioned PCs, phones, printers and other devices.
  • Maintained and refurbished inventory of desktop PCs and laptops.
  • Ensured PCs were up to current security standards.
  • Performed break/fix tasks on PCs in a Windows XP environment, printers, smartphones and other devices.

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11. Setup

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high Demand
Here's how Setup is used in Software Support Analyst jobs:
  • Provided operating and application system configuration, setup, database backup, recovery and maintenance, and SQL modifications.
  • Resolve customer support issues, setup new customer installations and configuration of environment.
  • Assumed task of creating new franchise company databases in MS GP, including all customization setup and functionality testing.
  • Guided users through the installation process, database backups, network configurations, printer setups and software updates.
  • Trained new employees on the setup of Blackberry units and provided knowledge base tools/training.
  • Worked with clients with setup, training, and deployment of software.
  • Perform general database setup and first level trouble shooting on reported problems.
  • Developed procedures to reduce PC setup and maintenance time by 90%.
  • Assist with Audio Visual/PC interface setup for software training using WebEx.
  • Provided on-site consultation that involved software installations, customizations, upgrades and backup procedure setup.
  • Created test environments utilizing virtual machines to setup individual client software versions for testing purposes.
  • Swapped out backup tapes each week and ensured the backup nightly backup jobs setup ran successfully the previous night.
  • Provided training for new Sunwatch technicians on system analysis, setup, and troubleshooting of toll lanes.
  • Work with remote applications and outside vendors to setup and support remote workstations and printers.
  • Administrated Avaya phone system (queue management and setup).
  • Assisted in setup for tradeshows and events.
  • Conduct initial software setup, provide training plan and complete implementation in time for customer's "go live" date.

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12. Software Development

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high Demand
Here's how Software Development is used in Software Support Analyst jobs:
  • Maintained and monitored production/Beta/QA/Development CICS environments on an IBM Mainframe system for a retail/EDI software development team.
  • Coordinated and implemented software enhancements for a physician's billing software development company.
  • Developed and executed test cases and documentation plans for software development.
  • Interpreted technical documentation from Software Development.
  • Contracted by the Florida Department of Corrections as a liaison between e-Applications software development staff and e-Applications users within the department.
  • Worked closely with the software development team to troubleshoot and research issues, which were not resolved immediately.
  • Teamed with members from data management, software development, QAT team and end users to resolve problems.
  • Collaborate with the software development team to identify new tool needs and create them with Perl programming language.
  • Act as support analyst for the software development team for an online media and technology company.
  • Research and recommend software development, purchase, and use.

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13. Unix

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high Demand
Here's how Unix is used in Software Support Analyst jobs:
  • Supported client-server and web-based applications in UNIX environment.
  • Managed files processed to ensure that we receive corrected data from client on subsequent file submissions using the UNIX environment.
  • Support hardware and software including Dos, Windows 3.1 and 3.11, Windows 95, UNIX, Gateways and servers.
  • Supported Win-Form and Focus, (fourth-generation programming language) on VAX, UNIX, MAINFRAME, and WINDOWS environment.
  • Uploaded and downloaded data to all departments from AS/400 to UNIX system using TCP/IP.
  • Worked closely with Unix Escalation to file new back ports of exciting known bugs.
  • Developed UNIX Support Guide to make UNIX more accessible to support team.
  • Processed data using UNIX HP-9000, NEXT and Windows NT systems.
  • Perform reports within Unix environment via custom written bash scripts.
  • Coordinate and execute changes with Unix, Sybase, Wintel, Network, and Application engineers.
  • Developed websites using Photoshop for graphics creation and Dreamweaver to access the Unix server.

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14. QA

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high Demand
Here's how QA is used in Software Support Analyst jobs:
  • Assisted with integrating software with Student Self Service Banner Pages, Responsible for running bash shell scripts for QA dept.
  • Escalated high level issues to development team and worked directly with developers and QA staff.
  • Work closely with the Development, QA, and IT teams to resolve users issues.
  • Supported QA testing with the generation and modification of XML records for ETLD Processes.
  • Performed QA (Quality Assurance) for Application Objects to ensure correct deployment.
  • Tested software for bugs, glitches and documented for QA and development.
  • Maintained client production and QA environments for troubleshooting and testing purposes.
  • Provided backup support as code implementer/promoter and QA tester.
  • Performed QA on maintenance and feature releases of software.
  • Provided QA testing for communication software during each release.
  • Performed QA testing on all new releases.
  • Act as liaison between Customers, R&D, QA, and other internal teams.
  • Created test use cases for QA and UAT testers.
  • Worked with QA team in providing guidance in testing/implementing correct changes or enhancements to meet client's deliverables.
  • Multitasked different projects between QA, developers, testers and, customers.
  • Test enhancements and module releases using Siebel QA.

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15. Active Directory

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average Demand
Here's how Active Directory is used in Software Support Analyst jobs:
  • Perform user and machine administration through Microsoft Active Directory.
  • Instructed clients to synchronize ProjectWise with Active directory users; allowing user to perform single sign on.
  • Create and manage group policy objects and organizational units in Active Directory.
  • Work with Active Directory for user and domain configuration and maintenance.
  • Used active directory to support Windows servers 2008 and 2012.

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16. Desk Support

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average Demand
Here's how Desk Support is used in Software Support Analyst jobs:
  • Worked as project coordinator and provided level 2 remote help desk support for proprietary vendor management applications.
  • Provided computer help desk support via telephone communications with end-users.
  • Promoted within 2 months of hire to second level Help Desk support and advanced to support AdvantX software.
  • Help Desk support for MediaPulse & Enterprise software.
  • Provided high-volume Level One help desk support, troubleshooting end user' questions re: Great Plains Accounting Software.
  • Administer networks remotely Provide end user/Help Desk support for PC-based systems utilized by employees.

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17. Proprietary Software

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average Demand
Here's how Proprietary Software is used in Software Support Analyst jobs:
  • Provided software support and system analysis for clients utilizing proprietary software in the form of research and support call center.
  • Provided primary interface for external clients by answering questions and troubleshooting DCA's proprietary software problems.
  • Provide technical support of proprietary software used by colleges and universities for online commerce.
  • Support company proprietary software called Office API's, and other products.
  • Learned company's proprietary software and specific issues common to client installations.
  • Support over 150 proprietary software packages for 20,000 users.
  • Answer incoming calls in relation to Proprietary Software use.

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2 Proprietary Software Jobs

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18. CRM

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average Demand
Here's how CRM is used in Software Support Analyst jobs:
  • Provided management with metrics and statistical analysis from CRM.
  • Provided direct software technical support to internal and external customers via phone and internal CRM system
  • Used CRM software to track internal and external customer interactions.
  • Updated internal CRM database quarterly and as necessary.
  • Documented all activity and solutions in CRM system.
  • Log issues and resolutions thoroughly in CRM.
  • Update CRM application with details and resolution.
  • Team player in preparation of the new site launched Siebel Call Center CRM database system.
  • Maintained and updated our CRM tool, salesforce.com.
  • Provide support for Bostwick's CRM package.
  • Manage Tickets/Cases in Microsoft CRM Remote/Gotomeetings with customers Late shifts required during the week to cover west coast customers

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1 CRM Jobs

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19. Software Products

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average Demand
Here's how Software Products is used in Software Support Analyst jobs:
  • Provided extensive pedagogical and technical customer support through phone/email/chat for best use of educational software products.
  • Provide training, consulting and implementation services on accounting software products
  • Supported installation of desktop and server/client software products.
  • Provided customer training & technical support for a company specializing in custom (BOM) manufacturing related software products.
  • Test new software products and product upgrade releases by writing and executing QA test plans.
  • Trained and coached teachers in best practices for use of software products.
  • Trained new QA personnel on software products needed in their testing.
  • Managed in-house projects and resolved technical issues on multiple software products.
  • Analyzed and resolved customer issues relating to software products.
  • Manage and maintain data inputs and outputs for accuracy in Product Asset Management Specialist Database for licensable software products.
  • Conducted inbound sales activities; upsold customers on additional services and software products.
  • Obtained training needed to support all of the Ceridian software products.

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1 Software Products Jobs

No jobs at selected location

20. Management System

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average Demand
Here's how Management System is used in Software Support Analyst jobs:
  • Transitioned existing vendor management system from Microsoft Excel sheets into a relational database.
  • Implemented test case management system that facilitated organization of testing records.
  • Provide phone and email support for federal and private customers and their users using the Plateau/SuccessFactors Learning Management System.
  • Worked with contracted vendors for implementation and roll-out of Records Management System to the state of Arkansas.
  • Utilize application blockers and Event Fault Management systems (including VERITAS VCS fail-overs).
  • Provide front-line support to corporate associates on a hash-file data management system.
  • Support a reporting tool that worked with any database management system.
  • Designed user interfaces for PIH Ticket Management System.
  • Support for cloud-based eCommerce software administration, order management and warehouse management systems.
  • Provided technical support for ay issues reported for the Warehouse Management System.
  • Received the Healthcare Management System's S.T.A.R.

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21. Suite

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average Demand
Here's how Suite is used in Software Support Analyst jobs:
  • Resolved incoming technical support calls for this privately-held company focused on an automotive dealership software suite.
  • Interacted with customer base and prospective customers via email and telephone to resolve questions about entire software suite.
  • Answered inbound customer support calls on issues, inquiries of problems revolving around 3M's suite of applications.
  • Assisted users with simple and conditional mail merges from product software suites to Microsoft Word.
  • Assisted users with MS Office Suite as well as MS Outlook.
  • Handled all support cases for our suite of Database Security software.

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22. Internet

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average Demand
Here's how Internet is used in Software Support Analyst jobs:
  • Prepared and delivered training classes to support analyst on new feature of Oracle Internet File System and 9i Application Server.
  • Provide telephone help desk support for end-users when not at travel, utilizing remote trouble-shooting via modem and Internet.
  • Served as Oracle Internet Products Team UNIX System Administrator (SUN and HP).
  • Assist clients in all technical aspects of Database Management software and internet interface.
  • Provide support for Voice Over Internet Protocol (VOIP) communication system.
  • Support Internet and Direct PC Banking for 100,000 clients worldwide.
  • Resolve network, printer, software and Internet access issues.
  • Maintained product and product usage knowledge and documentation for all of PHSchool's software and Internet applications.

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23. VPN

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average Demand
Here's how VPN is used in Software Support Analyst jobs:
  • Implemented VPN access via iPad for field workers to replace previous laptop solution.
  • Trouble-shoot OS issues, proprietary collection software and VPN software.
  • Performed local VPN and domain migrations for over 500 users.
  • Support data transmissions including LAN setup and VPN issues.
  • Assisted Clients with User Administration and Security rights on Citrix and over VPN connections.
  • Supported customers over the phone, email and remotely using Pcanywhere and VPN.
  • Support of remote users accessing the network via VPN and Sonicwall routers.
  • Created/deleted IDs to allow access remotely through dialup or VPN

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24. Problem Resolution

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average Demand
Here's how Problem Resolution is used in Software Support Analyst jobs:
  • Communicated to customers a final resolution and performed follow-up steps to ensure satisfactory problem resolution.
  • Maintain knowledge database and call-tracking database to enhance quality of problem resolutions.
  • Follow internal procedures for problem resolution.
  • Update help desk tickets in system and advise originator of actions taken to identify system problem and problem resolution.
  • Provided daily operational problem resolution link between the client and Galaxy on various Software used by Galaxy Plus.
  • Support, maintain and upgrade numerous applications within the corporation, including troubleshooting, and problem resolution.
  • Coordinated problem resolution with outside vendors, cellular carriers, network administrators and client end users.
  • Interacted with Analysts and other Developers for the Bug Fixes and Problem resolution.
  • Advised customers of most efficient and time saving approaches to problem resolution.
  • Document customer calls, problem resolution in database.
  • Required Skills: Problem resolution - Communicated and recommended business process, procedures and diverse information to resolve customer issues.
  • Installed, configured, documented, trained, provided data transformation, and problem resolution utilizing Windows 3.1 and Novell 4.1.

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25. ERP

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average Demand
Here's how ERP is used in Software Support Analyst jobs:
  • Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving capabilities.
  • Performed above average software testing and documentation for an enterprise-wide Windows XP migration project.
  • Displayed interpersonal skill and technical product knowledge; focused on single-call resolution.
  • Experience includes PeopleSoft Base Benefits/Benefits Administration HRMS for Global Enterprise.
  • Experience with implementation of enterprise-level information management systems.
  • Solved enterprise application and billing related issues through database stored procedures, triggers, UNIX shell, and Perl scripts.
  • Resolved VAR and User support requests specializing in Process Manufacturing but including Accounting applications as well (ERP).
  • Experience working in a technical analyst capacity providing enterprise level support for UNIX, Linux, MS Windows.
  • Provided training and support for simple to complex technical issues related to OfficeMate and OfficeMate Enterprise software.
  • Designed and Implemented new ERP system installs, system upgrades, training and support to end users.
  • Explored ERP software to discover best practices and the most efficient methods for using its features.
  • Use the Enterprise Licensing Agreement to manage and make changes to the Microsoft products in SWCM.
  • Started the discovery phase to identify the possibilities and blockers of implementing an enterprise data warehouse.
  • Provided technical support and training in accounting processes and procedures for clients in ERP system framework.
  • Recommend, and implement enterprise wide corrective action plan where applicable.
  • Resolve issues related to ERP/Web systems.
  • Resolved issues by accurately documenting all steps taken in correcting any hardware or software issues within Tigerpaw ticketing system.
  • Analyze and interpret information by spreadsheets and reports to verify information.
  • Aided clients in navigation of ERP software, including proper use and work arounds of known bugs, when appropriate.
  • Resolved hardware and software issues for clients via phone and Tigerpaw CRM software.

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26. Test Cases

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average Demand
Here's how Test Cases is used in Software Support Analyst jobs:
  • Filled new bugs which had been analyzed and determine from customer mailed in test cases and trace files.
  • Participate in testing, developing test plans and test cases, executing tests and coordinating test environments.
  • Created manual test cases for underwriting, claims, and client portal applications via Microsoft Excel.
  • Performed end-user test cases and logged software issues for practice management software.
  • Create and execute test cases and evaluate functionality for our service.
  • Create functional design documents and assist with writing test cases.
  • Coordinated validation test cases for a pre/post production basis to ensure all requirements are fulfilled.

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27. Citrix

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average Demand
Here's how Citrix is used in Software Support Analyst jobs:
  • Presented training classes & updated training manuals as new versions were released Telecommuted via Citrix
  • Participated in a roll out of Citrix ICA client to 865 locations.
  • Experience with Terminal Server and Citrix server concepts.
  • Supported multiple oil rig instrumentation software using Citrix Radmin viewer, and Adobe Web Connect.
  • Implemented Citrix Xen server and migrated our physical servers to virtual servers.

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28. Support Issues

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average Demand
Here's how Support Issues is used in Software Support Analyst jobs:
  • Provided technical coaching and mentoring to Help Desk staff members and assist colleagues in the resolution of support issues.
  • Communicated with all customers on support issues using a Ticketing and tracking system.
  • Reviewed/resolved support issues to determine if they could be resolved without further escalation.
  • Handled a wide range of support issues, both technical and billing.
  • Handled implementation planning and training for medical offices Handled complex support issues/angry customers.
  • Documented all training and support issues using Seibel and Remedy software.

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4 Support Issues Jobs

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29. Sharepoint

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average Demand
Here's how Sharepoint is used in Software Support Analyst jobs:
  • Contributed to Internal SharePoint Portal regarding resolutions or add additional documentation to address the software product.
  • Assisted in the development of internal FAQ system for automated support, using SharePoint.
  • Introduced MS SharePoint to employees and demonstrated the abilities to streamline current processes.
  • Used SharePoint to access client's profile and passwords.
  • Utilize SharePoint to keep track project progress.
  • Implemented and trained end-users using SharePoint 2010 with Ramquest for document management and intranet security.
  • Utilized Microsoft Sharepoint to collaborate with customers on projects.
  • Project management roles: Created graphic design template and streamlined optimization of IT department's global Sharepoint site.
  • Build, test and deploy scalable client SharePoint sites for project implementation documentation.
  • Logged in to client's server using SharePoint.
  • Used Sharepoint to add documents and links.

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30. Client Issues

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low Demand
Here's how Client Issues is used in Software Support Analyst jobs:
  • Assisted support department with resolving client issues, including end user support and development of internal/external training and correspondence.
  • Coordinated and communicated delegation of client issues to second line support, database administrators, and project managers.
  • Install applications, and report and resolve internal and external client issues with applications and web products.
  • Identified, tracked, and resolved client issues.
  • Help desk support in answering phones, troubleshooting client issues, and research and deliver solutions in a timely manner.
  • Maintained my records of client issues by using a tracking system created by Galaxy Plus called Etrac.
  • Experience using .NET Web Services Development when troubleshooting client issues through VPN.
  • Research client issues as relates to Concept/One software Run SQL scripts to modify data Work closely with programmers to research system defects

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3 Client Issues Jobs

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31. POS

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low Demand
Here's how POS is used in Software Support Analyst jobs:
  • Contributed positively to enhancing employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
  • Maintained department intranet site as repository for customer/resolution documentation and procedures.
  • Composed training manuals and documentation of software and system functionality.
  • Formalized policies and procedures for newly formed position.
  • Provided post software implementation support and upgrade activities.
  • Interacted with the customer to find the fastest path as possible to solve their problem and minimize their production down time.
  • Possessed a working knowledge of Change Man Life Cycle as it pertains to MVS application component migration from development to production.
  • Consult with customers and/or other departments on project status, proposals and technical issues such as software design and maintenance.
  • Managed a code repository of programs and scripts developed in-house to reduce the time required to monitor new technology.
  • Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from management.
  • Lead programmer on all phases of a major project for the Direct Deposit and Debit Card system.
  • Market live is a dynamic platform designed for the sales purpose of shopping online.
  • Perform queries of the Oracle database behind UVIS for both business and academic purposes.
  • Established a basic understanding and composition of SQL queries and transactions.
  • Identified and resolved software issues and functional questions posed by clients.
  • Post sales support of various On Line business application software packages.
  • Keep department manager aware of any possible issues or concerns.
  • Position required traveling the US and Canada.
  • Evaluate and review possible enhancements.
  • Offered both pre- and post-sales support for complex user issues.

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32. Linux

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low Demand
Here's how Linux is used in Software Support Analyst jobs:
  • Provided software phone support in team environment to independent pharmacies utilizing Linux based Pharmacy Software
  • Inventory checks for revenue based reports, Crystal Reports, Bounce application servers using Linux commands.
  • Assisted customers with installing software on Linux, AIX, HP Ux and Windows.
  • Analyze java source code and added .so extensions to java dynamic libraries in linux.
  • Worked with Windows Server [ ] SQL Server [ ] Linux Fedora/CentOS, MySQL, Oracle and PERL.

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2 Linux Jobs

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33. EDI

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low Demand
Here's how EDI is used in Software Support Analyst jobs:
  • Communicated upcoming issues to users and developers immediately, which allowed for quick resolution and avoided larger cascading problems.
  • Functioned as a statistical consultant for different organizations needing to implement statistical controls on their work processes.
  • Answered inquiries regarding installation, operation, configuration and usage of media products.
  • Communicate effectively with medical practices on their current software issues.
  • Trained medical office end-users on proprietary reporting methods using Excel.
  • Supported our Shared Branching software for most acquiring credit unions for Service Centers and assist with the Galaxy Plus database software.
  • Trained and assisted clients with charge and payment entry, patient billing and electronic medical billing and reporting.
  • Work on Linux based fax servers, and maintain their system for effective use by each medical practice.
  • Convert Excel spreadsheets and Access databases into compliant status for the Centers for Medicare and Medicaid Service employees.
  • Work with medical insurance clearing houses to resolve issues with insurance claims that have been rejected.
  • Work on customization of templates at a high level to work for the each medical practice.
  • Provided Tier 1 technical support for web-based and multimedia products for college professors and students.
  • Provided immediate support for PC/Peripheral hardware and software failure to reduce loss of production time.
  • Interacted with BUG-Escalation group to expedite and interact with ongoing critical bugs.
  • Assist Clients with any medical claim rejections and check status of claims.
  • Performed Nessus quarterly vulnerability scanning of the restaurant network for PCI compliance and remediation.
  • Coordinated the operating system reloads of over 1,500 systems in a 5 week timeframe exceeding the completion date requirement.
  • Center for Medicare and Medicaid Provided expert knowledge and quality first call software support to over 5,000 employees.
  • Specialized in Claims: NSF Electronics, Paper, EDI, ecommerce.
  • Support Tools: Malwarebytes, divera, Fiddler, Task Manager, DxDiag/msinfo32, Regedit, Administrative Tools, FileZilla.

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34. Salesforce

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low Demand
Here's how Salesforce is used in Software Support Analyst jobs:
  • Log and document all cases using SalesForce.
  • Documented help desk tickets/resolutions cases work into Salesforce for tracking.
  • Created Virtual training machines using Oracle as well as Windows hyper v. Used salesforce administration.

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1 Salesforce Jobs

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35. User Accounts

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low Demand
Here's how User Accounts is used in Software Support Analyst jobs:
  • Create and maintain user accounts, permissions, roles, and responsibilities.
  • Utilized basic UNIX scripts to setup new accounts, release locked user accounts and reset user's passwords.
  • Created custom Crystal Reports for Management Created User accounts, groups and setup Security in Active Directory.
  • Created user accounts on Novell and NT servers.

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36. Remote Access

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low Demand
Here's how Remote Access is used in Software Support Analyst jobs:
  • Administered network and remote access identifications for international client base, serving thousands of users.
  • Managed project to bring all clients on a remote access protocol to eliminate possible software / hardware conflicts.
  • Train users on applications through one-on-one training, and on-site classes or remote access.
  • Supported 6 remote locations by utilizing remote access software.
  • Configured desktops and laptops for remote access.
  • Provide one-on-one training and assist in creating training materials for numerous software applications, handheld devices and remote access.

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37. Lotus Notes

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low Demand
Here's how Lotus Notes is used in Software Support Analyst jobs:
  • Served in Help Desk capacity for end-users working in Windows NT and Lotus Notes environments.
  • Assisted users with the migration of Lotus Notes profile to different forest or regions.
  • Worked in IBM Lotus Notes and Domino database to perform duties.
  • Support several Lotus Notes databases including travelling and sales force automation users.

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38. Novell

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low Demand
Here's how Novell is used in Software Support Analyst jobs:
  • Support and work with NT Servers, Novell, Terminal Servers, and TCP/IP Routing and Protocols.
  • Create application installations using Novell's NAL and snapshot utilities.
  • Provide daily network administration using Novell Netware 4.11.
  • Administer Active Directory and Novell Netware accounts.

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39. Telephone Support

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low Demand
Here's how Telephone Support is used in Software Support Analyst jobs:
  • Responded, isolated and resolved software/hardware problems through telephone support.
  • Assisted end-user telephone support for all software applications.
  • Provided e-mail/telephone support to employees.
  • Assisted in software installations through telephone support, as well as, provided extensive training.
  • Provided direct outsourced telephone support to world-wide Fortune 500 and Fortune 100 companies.
  • Provided second tier telephone support for LMS application usage and technical issues.
  • Provide financial software telephone support to approximately 8-15 clients a day.
  • Provided telephone support for UNIX-based software system.
  • Provided technical telephone support to customers regarding Sales Tax Compliance System, Geocoder, and Payroll Tax products and services.
  • Provided telephone support, problem tracking, and testing for the desktop publishing software package, Ventura Publisher.
  • Assist customers with problems with their loan servicing software via telephone support as well as onsite consulting.
  • Provide onsite, email and telephone support to developers.

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40. Technical Assistance

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low Demand
Here's how Technical Assistance is used in Software Support Analyst jobs:
  • Provided technical assistance to 2,000 clients using mission-critical, Windows-based institutional trading software.
  • Provided technical assistance by troubleshooting and accurately documenting customer calls.
  • Provided technical assistance to McKesson customers regarding software and hardware.
  • Translated and assisted South American customers that needed technical assistance.
  • Provide lead technical assistance to staff in researching and resolving software support calls.
  • Used Track-IT as a central repository for technical assistance.
  • Worked on Priority 1 TARs Technical Assistance Requests called in by worldwide customer.

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1 Technical Assistance Jobs

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41. Training Programs

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low Demand
Here's how Training Programs is used in Software Support Analyst jobs:
  • Participated in structured training programs, formal software testing and documentation practices to continually develop product expertise.
  • Developed individualized training programs for clients.

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42. Software Release

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low Demand
Here's how Software Release is used in Software Support Analyst jobs:
  • Coordinated communications and testing of new software releases.
  • Developed curriculum materials pertinent to each software release for the purpose of both analysts and user training.
  • Reduced the number of software defects in software releases by 50%.
  • Placed software releases, patches, and fixes on district servers.
  • Coordinated the production of new releases of new software releases.
  • Provided quality assurance and testing for new software releases.
  • Coordinate software releases for all applications within the unit.
  • Helped implement a new process for delivering software releases.
  • Prepared install packages for software releases.

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43. Troubleshot

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low Demand
Here's how Troubleshot is used in Software Support Analyst jobs:
  • Maintained, troubleshot, and debugged XSLT templates when applicable.
  • Performed general maintenance, troubleshot, and repaired computer systems.

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44. Html

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low Demand
Here's how Html is used in Software Support Analyst jobs:
  • Designed interactive web pages using HTML, JSP, CSS, JavaScript and AJAX as per the requirements.
  • Work with Developers to identify data type issues between databases and HTML5 for our online platforms.
  • Possess fundamental knowledge of, and experience in, Java and HTML programming languages.
  • Edit websites through HTML to ensure clients are happy with their online presence.
  • Maintain and enhance company's website utilizing HTML and CSS.
  • Web development technologies - HTML, Jscript, CSS, Java, debugging
  • Analyzed and fixed isues with if statements, html templates and custom business rules.
  • Approve, upload html and pdf files to Production Web Servers.

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1 Html Jobs

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45. Level Support

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low Demand
Here's how Level Support is used in Software Support Analyst jobs:
  • Provided first- and second-level support and executed escalation procedures to resolve outages.
  • Provided first level support, software installations, maintenance, as well as troubleshooting system and Data base issues.
  • Provided high level support for proprietary marketing software that is actively developed in an Agile (SCRUM) environment.
  • Trained internal support group on first-level support of applications used by end users globally.
  • Supervised the Help Desk and provided third-level support for Windows NT systems.
  • Provide system level support for multiple Tandem On-line Transaction Systems.
  • Managed 40-50 high-level support calls daily.
  • Escalate issues to 3rd level support (Dev team) when the solution is unknown or needs urgent attention.
  • Provded 1st and 2nd level support relating to application and system problems via phone and email.
  • Analyzed second-level support cases, resolving in a timely manner.

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2 Level Support Jobs

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46. Software Upgrades

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low Demand
Here's how Software Upgrades is used in Software Support Analyst jobs:
  • Assisted QA and Development teams with testing new functionality and software upgrades/enhancements.
  • Entered detailed notes into Case system's regarding customer issues with software upgrades or installs.
  • Managed after hours support group and oversaw and assisted with software upgrades.
  • Installed the necessary software upgrades and fixes provided by the vendor.
  • Resolved technical issues involving bug fixes and software upgrades.
  • Performed Quality Assurance testing on system software upgrades.
  • Performed customer Progress and SYMIX Software upgrades.
  • Lead support for all software upgrades.
  • Performed numerous software upgrades on servers.

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47. Software Updates

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low Demand
Here's how Software Updates is used in Software Support Analyst jobs:
  • Performed 95% of the testing on software updates which were applied monthly to servers nationwide.
  • Create Power Point training documentation for newly implemented software updates and version releases.
  • Maintain system and software updates with all medical offices using the product.
  • Issued FTP files to users in need of software updates.
  • Advanced quality of the product by testing software updates.
  • Managed software updates, releases and support.
  • Distributed software updates to client end-users.
  • Schedule and dispatch software updates.
  • Prepare and deliver trainings to other staff members on new software updates.
  • Managed software updates and communications * Created technical documentation and user manuals for clients * Planned annual conference and presented marketing kits

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48. Special Projects

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low Demand
Here's how Special Projects is used in Software Support Analyst jobs:
  • Assist with related special projects, as required such as writing documentation for yearly training conferences.
  • Lead special projects and serve on manager-appointed task force teams.
  • Work independently on small and large special projects.
  • Assist co-workers with special projects when needed.
  • Participate in special projects, as assigned.

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49. System Issues

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low Demand
Here's how System Issues is used in Software Support Analyst jobs:
  • Maintained reports, user accounts, upgrades and system issues of SurgiCount.
  • Researched, analyzed and resolved system issues which related to the interfaces.
  • Documented complex system issues and reported issues to developers.
  • Address system issues identified and work to correct deficiencies.
  • Test, research and resolve a wide variety of workflow and system issues using professionalism and sound judgment throughout all interactions.
  • Access IT badge system - add/delete locations/profiles(System Security), support end users, address system issues.

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50. External Customers

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low Demand
Here's how External Customers is used in Software Support Analyst jobs:
  • Provide support to external customers and sales representatives via telephone and email for all McGraw-Hill School Education Group product lines.
  • Provide support to external customers and sales representatives via telephone and email for various product lines.
  • Provide telephone, e-mail and web support to internal and external customers and provide timely resolution.
  • Work in a team of analysts supporting both internal and external customers.
  • Provided technical and software support to both internal and external customers.

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Software Support Analyst Jobs

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20 Most Common Skills For A Software Support Analyst

Hardware Issues

20.0%

Technical Support

12.5%

Data Analysis

8.1%

SQL

8.1%

Windows XP

7.6%

Customer Service

6.7%

Troubleshoot

5.6%

Desktop

5.5%

Software Applications

3.9%

PCS

3.3%

Setup

2.8%

Software Development

2.5%

Unix

2.1%

QA

1.8%

Active Directory

1.7%

Desk Support

1.7%

Proprietary Software

1.6%

CRM

1.5%

Software Products

1.4%

Management System

1.4%
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Typical Skill-Sets Required For A Software Support Analyst

Rank Skill
1 Hardware Issues 15.7%
2 Technical Support 9.8%
3 Data Analysis 6.3%
4 SQL 6.3%
5 Windows XP 6.0%
6 Customer Service 5.2%
7 Troubleshoot 4.4%
8 Desktop 4.3%
9 Software Applications 3.1%
10 PCS 2.6%
11 Setup 2.2%
12 Software Development 2.0%
13 Unix 1.7%
14 QA 1.4%
15 Active Directory 1.3%
16 Desk Support 1.3%
17 Proprietary Software 1.3%
18 CRM 1.2%
19 Software Products 1.1%
20 Management System 1.1%
21 Suite 1.1%
22 Internet 1.0%
23 VPN 1.0%
24 Problem Resolution 1.0%
25 ERP 1.0%
26 Test Cases 1.0%
27 Citrix 0.9%
28 Support Issues 0.9%
29 Sharepoint 0.8%
30 Client Issues 0.8%
31 POS 0.7%
32 Linux 0.7%
33 EDI 0.7%
34 Salesforce 0.7%
35 User Accounts 0.6%
36 Remote Access 0.6%
37 Lotus Notes 0.6%
38 Novell 0.6%
39 Telephone Support 0.6%
40 Technical Assistance 0.6%
41 Training Programs 0.6%
42 Software Release 0.6%
43 Troubleshot 0.6%
44 Html 0.6%
45 Level Support 0.6%
46 Software Upgrades 0.6%
47 Software Updates 0.5%
48 Special Projects 0.5%
49 System Issues 0.5%
50 External Customers 0.5%
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