December 8, 2023
Software Support Analyst
Cheung Sha Wan


  • Provide top-notch technical support to clients regarding software-related issues, and incidents in a timely and professional manner
  • Investigate and diagnose software problems and identify root causes
  • Collaborate with cross-functional teams to escalate and track issues that require further attention or resolution
  • Document and maintain detailed records of client interactions, including issues reported, troubleshooting steps taken, and resolutions provided
  • Contribute to the creation and improvement of support documentation, knowledge base articles, and FAQs to enhance the efficiency of support processes


  • Bachelor's degree in Computer Science, or IT related field
  • Minimum 2 years Software Support experience
  • Knowledge of backend programming languages, such as Node.js or Ruby on Rails
  • Experience with database management systems, such as MySQL etc.
  • Excellent problem-solving and analytical skills, with a keen attention to detail
  • Effective communication skills, both verbally and in writing, to interact with clients and internal stakeholders
  • Customer-oriented mindset with a focus on delivering exceptional service and support
  • Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
  • Flexibility to work occasional evenings or weekends remotely to accommodate client needs

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Software Support Analyst

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