Technical Support Specialist

2 days ago

Paranaque City, Calabarzon, Philippines beBeeSoftware Full time $70,000 - $100,000
Elite Software Expert

We are seeking an expert to assist clients in effectively utilizing Elite 3E software to meet their business objectives. This individual will provide technical consultative support for the product in a project-based environment.

  • Key Responsibilities:
  • Pull service request tickets from various sources and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments.
  • Use case management system to record all information regarding the challenge.
  • Utilize remote access utilities and other resources to replicate customer challenges.
  • Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions.
  • Isolate causes and take restorative actions while minimizing disruption to the customer's business operation.
  • Provide timely and effective status updates throughout the life of the service request until resolution.
  • Communicate complex business process, procedures, and diverse information to resolve customer issues and potential future preventative actions.
  • Maintain appropriate dashboard management which includes volume of active service requests and aging specifications of open service requests.
  • Interact with customers and internal peers using high level soft skills and follow up to ensure issues are resolved to satisfaction.
  • Collaborate with team, department, and interdepartmental peers to resolve customer issues effectively and timely.
  • Acquire and maintain expertise of Elite's software product and application suites and operating platforms.
  • Develop and demonstrate SQL skills to a proficient level for the role.

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