Software Technical Support Specialist

2 days ago

Antipolo City, Calabarzon, Philippines beBeeSupport Full time ₱900,000 - ₱1,200,000
Technical Support Specialist

This role involves assisting customers in utilizing our software to meet their business objectives. The primary service contact will be responsible for troubleshooting and resolving issues with our 3E product in a project-based environment.

Key Responsibilities:

  • Pull service request tickets from phone queue and online customer portal.
  • Document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments.
  • Use case management system to correctly record all information regarding challenge.
  • Use remote access utilities and other resources to replicate customer challenge.
  • 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 and recommend 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 appropriate aging specifications of open service requests.
  • Develop expertise of Elite's software product and application suites and operating platforms and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally.

Requirements:

  • Bachelor's degree or equivalent experience in IT, Finance Analyst and/or Accounting and Finance.
  • 2+ years technical, financial, accounting and/or customer service experience with financial programs.
  • Thorough understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred.
  • Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome and relational database concepts is a plus.
  • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems.
  • Excellent organizational, time management, written and verbal communication skills.
  • Ability to efficiently multitask dynamically and prioritize focus correctly.

What We Offer:

  • Competitive compensation package.
  • Health plan.
  • Retirement savings plan with an employer contribution.
  • Time off.
  • Paid holidays.
  • Wellness initiatives.
  • Rice allowance.
  • Connectivity allowance.
  • Travel insurance.

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