Software Support Specialist

2 days ago

Philippines Outsourced Full time $40,000 - $60,000 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

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 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 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

Work Location

  • Home-based
  • Should have strong internet connection (minimum of 20 mbps)
  • Should have own Laptop/PC (minimum of i5 8GB RAM)

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

By clicking on the "I'm Interested" 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.

Additional information

  • HMO with 1 free dependent from Day 1
  • Full-time employment with competitive pay and benefits

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