Technical Application Support Specialist

2 weeks ago

Porac, Philippines beBeeApplication Full time ₱600,000 - ₱1,000,000

Key Role Summary

This role entails delivering technical consultative application support for a software product in a project-based environment. The ideal candidate will possess excellent customer service skills, a deep understanding of finance and accounting principles, and experience with software applications.

Responsibilities:

  • Pull service request tickets from phone queues and online customer portals, documenting challenges and expectations.
  • Utilize case management systems to record all information regarding challenges.
  • Employ remote access utilities to replicate customer challenges.
  • Leverage internal knowledgebase resources, peer expertise, 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.
  • Maintain dashboard management, including volume of active service requests and aging specifications of open service requests.
  • Provide high-level soft skills in communication with customers and internal peers, acting with urgency and following up to ensure issues are resolved.
  • Collaborate and interact with teams, departments, and interdepartmental peers to resolve customer issues effectively.
  • Acquire and maintain expertise of software products and application suites, as well as operating platforms.
  • Develop SQL skills to a proficient level and acquire new skills to gain technical knowledge of how software products work in cloud-based and hybrid environments.
  • Adapt to an ever-changing landscape of software applications.

Requirements:

  • Bachelor's degree or equivalent experience in IT, Finance, Accounting, and/or related fields.
  • 2+ years of technical, financial, accounting, and/or customer service experience with financial programs.
  • Thorough understanding of Generally Accepted Accounting Principles (GAAP) and prior legal industry accounting experience preferred.
  • Knowledge in Microsoft SQL Server, MS Office, Azure, Azure Monitoring, Smartsheet, IE, Chrome, and relational database concepts is beneficial.
  • 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.

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