Software Support Analyst

Software Support Analyst

Job Description

Join a seasonal technical support team that helps business customers successfully install and use tax reporting software. In this on-site role, you provide remote support to customers, guiding them through software installation, data import, and ongoing troubleshooting via phone, email, tickets, and live chat. You document issues in Salesforce, collaborate with higher-level support staff when needed, and ensure each customer receives clear, courteous, and effective assistance during the busy tax season.

Responsibilities

• Provide remote technical support to customers for tax reporting software, focusing on installation, configuration, and data import.

• Respond to inbound and outbound calls and emails to deliver program walkthroughs, assist with new account creation, and provide login support.

• Handle web chat and phone inquiries to resolve customer issues after installation and address questions about product functionality.

• Troubleshoot technical issues using internal tools and resources, and provide accurate information for product- and form-specific inquiries.

• Explain step-by-step solutions to customers so they can resolve data import errors and successfully import their company data into the software.

• Install and uninstall various software components for customers as needed, ensuring minimal disruption to their operations.

• Research and interpret error messages to determine appropriate escalation paths and communicate clearly with mid-level or second-level support staff.

• Manage and update Salesforce tickets to ensure timely communication with customers and complete resolution of their issues.

• Document all support requests and customer interactions thoroughly and accurately within Salesforce and other internal systems.

• Respond to tickets and live chats for cloud-based products, providing program walkthroughs, login assistance, and new account creation support.

• Follow established support procedures and use internal knowledge bases and tools to maintain consistency and quality of service.

• Complete assigned projects and additional duties that support the overall effectiveness and efficiency of the service desk.

• Maintain high standards of customer service, demonstrating patience, professionalism, and clear communication in every interaction.

Essential Skills

• At least 6 months of IT or technical support experience, preferably in a help desk or service desk environment.

• Strong customer service skills, with the ability to communicate clearly, patiently, and professionally over the phone, email, and chat.

• Proven ability to troubleshoot technical issues remotely with end users and guide them through step-by-step solutions.

• Experience providing technical software support, including installation, configuration, and basic application troubleshooting.

• Ability to support customers with login issues, new account creation, and program walkthroughs.

• Competence in documenting support requests and customer interactions accurately within Salesforce.

• Skill in researching and interpreting error messages to determine appropriate solutions or escalation paths.

• Comfort working in a fast-paced environment with a high volume of customer requests during peak seasons.

Additional Skills and Qualifications

• Experience working in a help desk, service desk, or technical support center is highly beneficial.

• Familiarity with Salesforce or similar ticketing and CRM systems for managing customer support cases.

• Background supporting cloud-based software products and web-based applications.

• Ability to manage multiple tickets, calls, and chats simultaneously while maintaining attention to detail.

• Strong written communication skills for clear email and ticket documentation.

• Interest in gaining short-term experience that can be leveraged for future contract or permanent opportunities.

Work Environment

This is an on-site role based in Green Bay, WI, supporting customers in the USA during the busy tax season. You work with tax reporting software and cloud-based products, using tools such as Salesforce and internal support systems to manage tickets, calls, emails, and live chats. The environment is fast-paced with a seasonal influx of customer requests, requiring focus and efficient multitasking. The assignment is structured as a short-term contract of approximately three months, aligned with the tax season, with the possibility of extension based on performance and business needs.

Job Type & Location

This is a Contract position based out of Green Bay, WI.

Pay and Benefits

The pay range for this position is $19.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Green Bay, WI.

Application Deadline

This position is anticipated to close on Nov 5, 2026.

Workplace Type

This is a fully onsite position in Green Bay,WI.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.