Software Support

2 days ago

Pasig, National Capital Region, Philippines AutoCount Full time $40,000 - $80,000 per year

Position Overview:

The AutoCount Software Support role is responsible for providing exceptional technical assistance and support to dealers and customers using AutoCount software products. This position requires strong technical knowledge, excellent problem-solving skills, and a customer-centric mindset.

Responsibilities:

  1. Customer Support:

  2. Respond promptly to customer inquiries, providing technical assistance and troubleshooting guidance via phone, email, or chat.

  3. Identify and resolve customer issues, including software installation, configuration, usage, and integration.

  4. Ensure timely and effective resolution of customer concerns, adhering to defined service level agreements.

  5. Document customer interactions, including details of inquiries, issues, and resolutions, in the CRM system.

  6. Escalate complex issues to higher-level technical support or development teams as needed.

  7. Product Knowledge and Training:

  8. Develop a deep understanding of AutoCount software products, including features, functionality, and technical requirements.

  9. Stay updated on new releases, enhancements, and product updates to provide accurate and up-to-date information to customers.

  10. Conduct product training sessions for customers, both in person and remotely, to facilitate optimal product usage and customer satisfaction.

  11. Create and maintain documentation, knowledge base articles, and FAQs to assist customers in troubleshooting common issues.

  12. Issue Resolution and Troubleshooting:

  13. Investigate and analyze software-related issues reported by customers, reproducing problems as necessary to identify root causes.

  14. Utilize diagnostic tools and techniques to troubleshoot and resolve technical issues efficiently.

  15. Collaborate with internal teams, including development and QA, to identify and resolve software defects or enhancements.

  16. Provide detailed and clear explanations to customers regarding issue resolutions, guiding them through necessary steps.

  17. Customer Relationship Management:

  18. Build and maintain strong relationships with customers, establishing trust and confidence in the technical support provided.

  19. Ensure regular and proactive communication with customers, providing updates on issue progress and resolution timelines.

  20. Advocate for customer needs and feedback within the organization, contributing to product improvements and enhancements.

  21. Gather and relay customer feedback, feature requests, and enhancement suggestions to the product development team.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.

  • Certified Public Accountant (CPA) certification is a plus

  • Proven experience (1 years) in technical support or a similar role, preferably in the software industry.

  • Strong technical knowledge and proficiency in POS and accounting software products, including installation, configuration and usage.

  • Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.

  • Exceptional customer service and communication skills, both written and verbal.

  • Ability to explain technical concepts clearly and effectively to customers of varying technical backgrounds.

  • Familiarity with database management systems, SQL queries, and troubleshooting methodologies.

  • Detail-oriented with strong organizational and time management skills.

  • Ability to work independently and collaboratively in a team environment.

  • Patience, empathy, and a customer-centric mindset.

  • Proficiency in using customer support tools and CRM systems.

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