Software Application Support Consultant

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeTechnical Full time $80,000 - $100,000
Technical Support Role

The Technical Support Specialist is the primary service contact assisting customers to effectively utilize software applications to meet their business objectives.

  • Pull service request tickets from phone queues and online customer portals, intake and document concisely the challenge, expectations of resolution, steps to reproduce, and necessary logs, attachments.
  • Use case management systems to correctly record all information regarding challenges.
  • Utilize remote access utilities and other resources to replicate customer challenges.
  • Leverage internal knowledge base resources, peer knowledge, and documentation for known solutions.
  • Isolate causes and take restorative actions while minimizing disruption to the customer's business operations.
  • Provide timely and effective status updates throughout the life of the service request until resolution.
  • Communicate and recommend complex business processes, procedures, and diverse information to resolve customer issues and potential future preventative actions.
  • Maintain appropriate dashboard management, including volume of active service requests and aging specifications of open service requests.
  • Provide high levels of soft skills in communication with customers and internal peers, acting with an appropriate sense of urgency and following up to ensure issues are resolved to satisfaction and developing a rapport through successful personal interactions.
  • Collaborate and interact with teams, departments, and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings, contributing suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others.
  • Acquire and maintain expertise of software products and application suites, as well as how customers can utilize and adapt software to effectively manage their businesses both financially and operationally.
  • Remain flexible to accommodate for an ever-changing landscape of software applications.

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