Software Solutions Expert

2 days ago

Lipa City, Calabarzon, Philippines beBeeBusiness Full time ₱600,000 - ₱1,000,000
Technical Application Support Specialist

The primary service contact is responsible for assisting customers to effectively utilize Elite 3E software and meet their business objectives.

  • Pull service request tickets from phone queues and online customer portals, document challenges, expectations of resolution, steps to reproduce, and necessary logs or attachments.
  • Record all information regarding the challenge using a case management system.
  • Use remote access utilities and other resources to replicate customer challenges.
  • Leverage internal knowledgebase resources, peer knowledge, and documentation for known solutions.
  • Isolate causes and take restorative actions minimizing disruption to the customer's business operations.
  • Provide timely and effective status updates throughout the service request life cycle until resolution.
  • Communicate and recommend complex business processes, procedures, and diverse information 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.
  • Provide high levels of 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 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 contributing suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources, proactively sharing knowledge with others.
  • Acquire and maintain expertise on Elite's software product and application suites operating platforms, and how customers can utilize and/or adapt software to manage their business financially and operationally. Complete application bootcamps and continuing education as necessary. Develop and demonstrate proficient SQL skills for the role.
  • Acquire new skills, continue to gain technical knowledge of how Elites' software products work in cloud-based and hybrid environments while becoming familiar with tools allowing for proactive monitoring of hosted environments.
  • Flexibility – accommodate the ever-changing landscape of Elite hosted 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, frontend testing, research, and liaising with development teams.

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