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Software Support Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines AMCS Group Full time

Role Overview

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The Software Support Engineer will be part of the Global Customer Support Team.

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This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software-related requests and issues.

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We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.

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Your Tasks

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  • Provide first line support to customers for incidents/requests for AMCS customer base and ensure that all calls/responses meet AMCS quality standards and KPIs.\
  • Address and resolve incoming application questions and incidents from end users.\
  • Document all pertinent end user identification information and relevant support case information in our CRM database.\
  • Ability to perform root-cause analysis on recurring system issues.\
  • Record, track, and document the problem-solving process.\
  • Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues.\
  • Manage client issue calls, providing status across a portfolio of issues.\

What We Are Looking For

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  • A strong understanding of Cloud Computing (Azure) or other SaaS software support is essential.\
  • Excellent communication skills (written as well as spoken).\
  • Ability to vary communication based on the target audience (e.g., SuperUser, IT, C-Level).\
  • Strong analytical skills.\
  • Ability to query SQL databases to analyze underlying data in support of issue triage and resolution.\
  • You are customer-focused.\
  • Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or equivalent experience.\
  • Experience with Waste & Recycling processes or industry.\
  • Azure Fundamentals certification.\
  • ITIL v3 or v4 Foundations certification.\
  • Experience operating under an agile release delivery methodology.\