Software Support Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines Outsourced Quality Assured Services Inc. (ISO Certified) Full time ₱600,000 - ₱1,200,000 per year

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

This individual is tasked to provide support to our customers through all available support channels such as chat, phone, email, and other various communication platforms.  You will work closely with development and account managers to build working relationships and continue knowledge sharing.  The support team is often the most common way our customers interact with our company, so it is important to provide great support with the ability to quickly earn our customer's trust.

We strive to provide an effortless experience to our customers through problem solving, improvement in our processes, and collaboration within and across departments.  The perfect fit will be someone that loves to help people and has a knack for solving complex issues or finding workarounds to everyday problems.

Essential Functions

· Interacts with customers via telephone, chat and/or e-mail to provide software support regarding our products and services

· Manage case load by prioritizing based on multiple factors and communicate with development team; follow the escalation process when needed

· Maintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc.

· Provide education/basic training to clients on Company's software modules

· Responsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and concisely

· Provide detailed reports to our development team to assist in the resolution for any bugs in the software

· Projects as needed: Import and configure client data within Company's software

Competencies

· Excellent writing skills and attention to detail

· Excellent verbal and coaching skills

· Proficiency with Microsoft Office

· Ability to work independently and consistently meet deadlines

· Ability to handle multiple tasks with capability of prioritizing

· Must thrive in a fast-paced environment

Requirements

· Experience with Salesforce Support or similar software preferred

· Knowledge of Jira or other ticketing systems preferred

·       Risk/Compliance Management experience preferred

Required Education and Experience

At least 3 years' experience working in a client facing role and

At least 1-2 years of support experience with a software company, preferably SAAS or FinTech

Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" or "Apply" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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