Product Support Specialist
2 weeks ago
Product Support Specialist Job Description
The Product Support Specialist acts as the primary point of contact for customer support cases. Reporting directly to the Support Manager, this role requires effective troubleshooting, answering basic queries, and directing clients towards proper software application use and management.
Responsibilities
- Attend to customer support cases via phone, email, or online web tools
- Respond to customer enquiries and prepare materials on product usage and sales
- Analyze and categorize issues to route support cases to the appropriate support staff
- Conduct client training sessions
- Perform environment health checks to ensure optimal software application performance
- Handle sales enquiries and background checks for potential clients
- Perform other related duties as assigned by the Support Manager
Skill Qualifications
- Ability to communicate in English, both verbally and written, in a concise and clear manner
- Strong analytical skills for issue resolution
- Effective listening skills for customer interaction
- Proficiency in typing for documentation and correspondence
- Ability to multitask for efficient support case management
- Knowledge of Microsoft applications for software application support
- Adept in using mobile devices for customer communication
Requirements
- Bachelor's degree in a field related to Information Technology or Engineering is an advantage
- Preferably with at least 1-year experience in Level 2 Technical Support
- Flexible and able to adapt to changing shift schedules, including morning, evening, and weekend shifts
Conditions
- Must be able to work for extended periods at the workstation
- Work may require use of a headset for customer communication
- Successful completion of background checks is required prior to employment
- Submission of NBI Clearance prior to the start date is mandatory
Azeus Systems Limited is an equal opportunities employer, welcoming fresh graduates and experienced professionals to apply for this role.
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