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Software Support

4 months ago

Metro Manila, Philippines Autocount Dotcom Berhad Full time

 

Position Overview:

The AutoCount Software Support role is responsible for providing exceptional technical assistance and support to dealers and customers using AutoCount software products. This position requires strong technical knowledge, excellent problem-solving skills, and a customer-centric mindset.

Responsibilities:

1. Customer Support:

- Respond promptly to customer inquiries, providing technical assistance and troubleshooting guidance via phone, email, or chat.

- Identify and resolve customer issues, including software installation, configuration, usage, and integration.

- Ensure timely and effective resolution of customer concerns, adhering to defined service level agreements.

- Document customer interactions, including details of inquiries, issues, and resolutions, in the CRM system.

- Escalate complex issues to higher-level technical support or development teams as needed.

2. Product Knowledge and Training:

- Develop a deep understanding of AutoCount software products, including features, functionality, and technical requirements.

- Stay updated on new releases, enhancements, and product updates to provide accurate and up-to-date information to customers.

- Conduct product training sessions for customers, both in person and remotely, to facilitate optimal product usage and customer satisfaction.

- Create and maintain documentation, knowledge base articles, and FAQs to assist customers in troubleshooting common issues.

3. Issue Resolution and Troubleshooting:

- Investigate and analyze software-related issues reported by customers, reproducing problems as necessary to identify root causes.

- Utilize diagnostic tools and techniques to troubleshoot and resolve technical issues efficiently.

- Collaborate with internal teams, including development and QA, to identify and resolve software defects or enhancements.

- Provide detailed and clear explanations to customers regarding issue resolutions, guiding them through necessary steps.

4. Customer Relationship Management:

- Build and maintain strong relationships with customers, establishing trust and confidence in the technical support provided.

- Ensure regular and proactive communication with customers, providing updates on issue progress and resolution timelines.

- Advocate for customer needs and feedback within the organization, contributing to product improvements and enhancements.

- Gather and relay customer feedback, feature requests, and enhancement suggestions to the product development team.

 

Requirements

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Certified Public Accountant (CPA) certification is a plus

- Proven experience (1 years) in technical support or a similar role, preferably in the software industry.

- Strong technical knowledge and proficiency in POS and accounting software products, including installation, configuration and usage.

- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.

- Exceptional customer service and communication skills, both written and verbal.

- Ability to explain technical concepts clearly and effectively to customers of varying technical backgrounds.

- Familiarity with database management systems, SQL queries, and troubleshooting methodologies.

- Detail-oriented with strong organizational and time management skills.

- Ability to work independently and collaboratively in a team environment.

- Patience, empathy, and a customer-centric mindset.

- Proficiency in using customer support tools and CRM systems.