Software Support Analyst (Hybrid | Franklin, TN)
We’re partnered with a growing, product-driven organization building out a high-impact software support team. This role sits at the center of client experience, operations, and internal product teams—owning issues end-to-end and driving real solutions.
What You’ll Own:
- Serve as the first point of contact for client support requests (phone/email)
- Troubleshoot issues across a core business application and related systems
- Manage, track, and document tickets from intake through resolution
- Partner with internal technical teams to escalate and solve complex problems
- Keep clients informed with clear updates, resolutions, and workarounds
- Support testing efforts and help improve overall system performance
- Assist with client training and product updates as needed
What You Bring:
- 3+ years in a client-facing support, operations, or helpdesk role
- Strong problem-solving skills with a technical curiosity
- Ability to break down issues and communicate clearly to non-technical users
- Experience working with ticketing systems and managing multiple priorities
- Exposure to SQL, databases, or system troubleshooting is a plus
Why This Role:
- High-visibility position with direct client and leadership interaction
- Blend of functional and technical problem-solving (not just ticket taking)
- Collaborative team environment with room to grow
- Stable organization continuing to invest in its product and people
Environment:
- Onsite during initial ramp, then hybrid (3 days/week in office, midweek required)