Software Application Specialist

1 day ago

Mabalacat, Central Luzon, Philippines beBeeApplicationSupport Full time ₱4,500,000 - ₱7,000,000
Job Role Overview

The primary objective of this role is to provide exceptional support services to customers utilizing Elite 3E software to meet their firm's business objectives.

This position entails technical consultative Application Support for Elite's 3E product in a project-based environment with minimal call center interaction.

  • Pull service request tickets from the customer portal and document challenges, expectations of resolution, steps to reproduce, and necessary logs.
  • Utilize case management systems to record all information regarding customer challenges.
  • Employ remote access utilities and other resources to replicate customer challenges.
  • Leverage internal knowledgebase resources and peer knowledge to resolve known issues.
  • Analyze causes and implement restorative actions while minimizing disruption to the customer's operations.
  • Provide timely status updates throughout the life of each service request until resolution.
  • Communicate complex business process recommendations and diverse information to resolve customer issues and potential future preventative actions.
  • Maintain dashboard management, including active service request volume and aging specifications of open requests.
  • Develop strong communication skills with customers and internal peers. Act with urgency and follow up to ensure issues are resolved to satisfaction.
  • Collaborate with team members, departments, and interdepartmental peers to resolve customer issues effectively and efficiently.
  • Achieve and maintain expertise of Elite's software product and application suites, as well as operating platforms. Complete application bootcamps and continuing education as necessary.
  • Acquire proficient SQL skills for the role and adaptability to accommodate an ever-changing software landscape.
  • Assist clients in using software to adhere to accounting best practices, including month end and year end balancing.
Required Skills and Qualifications
  • Technical expertise in software applications and operating platforms
  • Excellent problem-solving and analytical skills
  • Strong communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Familiarity with case management systems and remote access utilities
  • Proficient SQL skills
Benefits

This role offers opportunities for professional growth and development, as well as a dynamic work environment with a collaborative team.

Other Considerations

Please note that flexibility is required to accommodate an ever-changing software landscape and adapt to new technologies and processes.

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