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Technical Support Specialist

2 months ago

Manila, National Capital Region, Philippines OutForce Inc. Full time

Job Summary:

A Technical Support Specialist is a product expert.

Output measures:

Resolve escalated cases from Level 1 Support; andCorrectly Identify and escalate cases with bugs to DevelopmentEssential Functions:Provide application support to our global clients via a ticketing system (Salesforce).Provide clear responses and expert advice to support requests whilst maintaining high standards in line with general support standards.Have a comprehensive knowledge of our SaaS software to help with configuration related issues and determine where bug fixes are required.Investigate and diagnose application issues by reviewing client account setups and configuration, system settings, audit logs.See matters through to resolution and go over and above when providing guidance and solutions to our clients.Collaborate with our development or implementation team on support requests as required.Continue to optimise the way we provide customer support through driving new process improvement and automation initiatives within the team.Maintain product expert status through ongoing product trainingWork alongside other Technical Support Specialists across our global support team to share and enhance product knowledge and competence to to ensure correct, elevated queries are flowing through to your feedAssess and complete simple change requests (