Support Analyst IWMS Software

About the Role: We are looking for a detail-oriented and client-focused Technical Support Specialist to join our growing global team.

This role is critical in delivering high-quality support to clients using our Integrated Workplace Management System (IWMS) software.

You will work hands-on to resolve complex technical issues and ensure smooth, efficient client experiences.

Key Responsibilities: Manage and resolve support cases end-to-end, ensuring professional communication and adherence to SLAs.

Provide advanced support for IWMS software modules and deployment environments.

Troubleshoot and resolve complex issues using Microsoft SQL and support API integrations (REST/SOAP). Escalate critical or unresolved issues to appropriate teams while maintaining client satisfaction.

Document all case activities, client communications, and resolutions in the CRM system.

Mentor junior support team members and contribute to continuous process improvement.

Ensure compliance with ISO standards and GDPR regulations.

Collaborate with development, QA, and implementation teams to deliver timely resolutions.

Qualifications: At least 6 months experience in a software support or SaaS environment.

Solid knowledge of Microsoft SQL (e.g., writing queries, troubleshooting). Familiarity with API integrations (REST or SOAP). Strong communication and interpersonal skills.

Ability to troubleshoot and resolve technical issues independently.

Comfortable in a fast-paced, client-facing environment.

Eagerness to learn and contribute to a collaborative team culture.

Desirable Skills: Knowledge of Facilities Management software or operations.

Experience with cloud-based platforms.

Basic understanding of workflow configuration or scripting.

Job Type: Full-time