Software Solutions Expert

17 hours ago

San Fernando, Central Luzon, Philippines beBeeSupport Full time $50,000 - $70,000

Job Title: Software Support Specialist II

This role plays a vital part in assisting partners by diagnosing and resolving product issues or questions. The position works closely with cross-functional teams to troubleshoot, resolve, and document issues.

Main Responsibilities:

  • Provide high-quality support to partners with a strong attention to detail.
  • Analyze and document findings to identify areas for improvement.
  • Collaborate with the Services & Support team to explain facts, policies, and practices.
  • Engage with partners through various channels, including email, phone, chat, cases, and remote sessions.
  • Maintain an in-depth knowledge of our products and services, providing exceptional support during each interaction.
  • Discuss operational challenges and evaluate business data to identify opportunities for partners to optimize their business strategies.
  • Offer guidance and perform regular queue reviews for junior team members.
  • Identify and escalate trending issues and potential software defects to leadership and development.
  • Serve as an escalation point for complex issues.
  • Contribute to written articles for internal and external knowledge base.
  • Escalate situations requiring urgent attention to relevant teams.
  • Document partner interactions, troubleshooting, and results in a clear and concise manner and accurately report customer feedback to Engineering.
  • Manage a queue of resolving support cases.
  • Apply best practices per technical documentation and provide solutions based on diagnosis of the problem.
  • Communicate new release features and improvements to partners that enhance their experience.

Requirements:

  • Ability to work independently with general supervision.
  • Practical knowledge of applicable work area.
  • Adaptability to new technology and processes as required by partners.
  • Strong desire to help partners and peers.
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills and willingness to collaborate with multiple teams.
  • Organized and strong attention to detail.
  • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets.

Education and Experience:

  • Bachelor's degree in a related field or equivalent business experience.
  • 2+ years of relevant experience.
  • Preferred: 1+ years of experience working in a technical service-oriented position.

Working Conditions:

  • 0-10% travel may be required.

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