Software Support Specialist

24 hours ago

San Fernando, Central Luzon, Philippines beBeeTechnical Full time $60,000 - $80,000
Software Support Specialist Role Overview

We are seeking an accomplished Software Support Specialist to join our team, playing a pivotal role in providing exceptional service to our customers. This dynamic position involves collaborating closely with customers to effectively utilize our software and meet their business objectives.

About the Role:

This is a challenging and rewarding opportunity for a customer-centric professional to work closely with our clients, resolving technical issues efficiently and maintaining a high level of customer satisfaction.

  • Pull service request tickets from phone queues and online portals, document challenges, expectations of resolution, steps to reproduce, and necessary logs, attachments.
  • Record all information regarding challenges using case management systems.
  • 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 business operations.
  • Provide timely and effective status updates throughout the life of the service request until resolution.
  • Communicate and recommend complex business processes and procedures to resolve customer issues and potential future preventative actions.
  • Maintain dashboard management, including volume of active service requests and aging specifications of open service requests.
  • Collaborate with teams and departments to resolve customer issues effectively and timely.
  • Develop expertise in software products, application suites, and operating platforms and help customers use software to adhere to accounting best practices.
Key Responsibilities:

The ideal candidate will have excellent problem-solving skills, be able to communicate effectively with both technical and non-technical stakeholders, and possess a strong passion for delivering top-notch customer service.

Requirements:

To succeed in this role, you should have experience working in a similar capacity, be proficient in SQL, and be knowledgeable about software applications and databases.

Benefits:

This is a fantastic opportunity to grow professionally, expand your skill set, and contribute to a collaborative and dynamic team environment.

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