Technical Support for Software

2 weeks ago


Manila, National Capital Region, Philippines Private Advertiser Full time
Answers, evaluates, and prioritizes incoming telephone, email, and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologiesRecognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate teamLogs and tracks calls and all customer communications using Salesforce CRMWill extensively leverage support tools to search and reuse existing solutions for known customer issuesContributes to new KB (knowledge base) article creationConsults with Tier 1 and Tier 2 subject matter experts when working on complex issuesActively manages case backlog aligned with team targets and productivity metricsMinimum Skills Requirement:At least 1 year of technical support experience preferably in a software tech or cloud-based software account (SaaS, Google, VMware, Oracle, etc.)with excellent communication skillswilling to work on site (in BGC Taguig)amenable to start ASAPwilling to work on a shifting schedule
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