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Software Support Specialist | Permanent WFH | Night Shift | Day 1 HMO
2 months ago
Global Impact, Local Comfort: Elevate Your Consulting Career
Unlock the perks of a global position without hopping on a plane or uprooting your life. As a Software Support Specialist, you'll make your mark in the international field, mastering the art of software support right from your home base. In this role, you will interact with customers via telephone, chat, and email to provide software support for our products and services. You will manage your case load by prioritizing based on various factors and communicate with the development team as necessary, following the escalation process when required. This is your chance to be a vital link in our client’s global consulting chain, facilitating seamless operations and compliance on a worldwide scale.
Your Path to Consulting Excellence
Employment type: Full-time
Shift: Night Shift (Shifting)
Work set-up: Permanent WFH
Perks: Day 1 HMO, Above-market salary, Global exposure
Your Role in Our Client’s Success Story
Interact with customers via telephone, chat, and email to provide software support for our products and services.Manage case load by prioritizing based on multiple factors and communicate with the development team as needed; follow the escalation process when necessary.Maintain departmental metrics, including first response rate, non-dev case closure times, and CSAT.Provide education and basic training to clients on software modules.Answer and resolve incoming support requests in the support ticketing system; document communications clearly and concisely.Provide detailed reports to the development team to assist in resolving any software bugs.Import and configure client data within the client software.Special Note: This role is client-facing and interacts with clients primarily via email; chat and phone are secondary.The Expertise We Seek
Required Skills and Qualifications:
Excellent writing skills and attention to detail.Excellent verbal and coaching skills.Proficiency with Microsoft Office.Ability to work independently and consistently meet deadlines.Ability to handle multiple tasks with effective prioritization.Thrive in a fast-paced environment.Bonus Skills:
Experience with Salesforce Support or similar software.Knowledge of Target Process or other ticketing systems.Experience in Risk/Compliance Management.Experience Required:
At least 3 years of experience in a client-facing role.At least 1-2 years of support experience with a software company, preferably in SAAS or FinTech.Rewards of the Consulting Journey
Day 1 HMO coverageCompetitive PackagePermanent WFH set-upPrime office location (Makati)Unlimited opportunities for employee referral incentives across the organizationDirect exposure to international clientsStandard government and Emapta benefitsWell-equipped, modern, and accessible officesFun engagement activities for employeesMentorship and exposure to global leaders and teamsLeading the Charge in Risk & Compliance Innovation
Our client is dedicated to continually improving their clients’ ability to manage risk and compliance. They combine unrivaled industry expertise with the latest technology to provide the most effective and comprehensive integrated risk management and compliance solutions in the industry, backed by unmatched service and support. With the acquisition of BankIntranets, QuestSoft, and Onsemble, they have solidified itself as the clear industry leader in risk, compliance, vendor management, and employee productivity. Serving over 4,000 financial institutions, our client has won the Inc 5000 award five years in a row.
Who are we?
Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.
With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.
#EmaptaExperience
