Technical Business Solutions Expert

23 hours ago

Iloilo City, Western Visayas, Philippines beBeeApplication Full time ₱3,200 - ₱4,500
Job Overview

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

This role provides technical consultative application support in a project-based environment. The specialist may be cross-trained or involved in other product offerings over time.

  • Pull service request tickets from queues and online portals, intake, and document concisely the challenge, expectations of resolution, steps to reproduce, and necessary logs and 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 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 the volume of active service requests and aging specifications of open service requests.
  • Provide high-level soft skills in communication with customers and internal peers. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop 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 and contribute 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 and operating platforms, as well as how customers can utilize and/or adapt software to effectively manage their businesses both financially and operationally. Complete application boot camps and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role.
  • Acquire new skills – continue to gain technical knowledge of how software products work in cloud-based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.
  • Flexibility – remain flexible to accommodate for an ever-changing landscape of software.
  • Help clients use software to adhere to accounting best practices, including month-end and year-end balancing.
  • Remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, front-end testing, research, and liaison with development teams.
Key Responsibilities
  1. Support clients using software to meet business objectives.
  2. Develop and maintain expertise of software products and application suites.
  3. Provide timely and effective status updates.
  4. Collaborate and interact with teams to resolve customer issues.
  5. Acquire new skills and stay up-to-date with technical knowledge.
Requirements

Strong technical skills and ability to communicate complex concepts to non-technical stakeholders.

Excellent problem-solving and analytical skills.

Ability to work independently and collaboratively in a fast-paced environment.

Proficient in SQL and experience with database management.

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