Duties and Responsibilities
Proactively monitor and manage customer requests for product support. You will be committed to learning a deep understanding of the customer’s business (i.e. triggers and drivers of success for the Spa business) and be an expert on our software to support and enhance the customer’s success
Proactively monitor incoming support requests, via phone and email, troubleshoot issues reported by customers and provide solutions
Provide clients with meaningful and timely support on our software products. This includes working with clients to gather more information and details required to recreate problem scenarios
Diagnose, replicate and document customer issues to resolve and/or escalate resolution to our 2nd level technical support
Develop and maintain technical and product expertise and utilize that expertise to effectively help our clients
Proactively represent the “voice of the customer” with internal and external partners to resolve client issues
Create detailed documentation of issues and resolution within internal support knowledge bases
Provide timely updates to clients on open issues and resolutions * Assist with quality assurance testing of our software products
Skills and Qualification:Bachelor’s degree in IT required
2+ years of experience working in Application Support or Technical Support on business management software or systems used to measure, increase and perform business functions and productivity.
1-2 years of experience in Application, Technical & Help desk Support required
Demonstrate great attention to detail and strong problem solving & troubleshooting skills.Well versed in supporting latest technologies; mobile, internet applications. * Ability to present information in a clear and concise manner via phone and email.
Knowledge of concepts of providing an excellent customer experience and have a strong sense of urgency to meet customer requirements
Ability to identify areas of difficulty and be friendly, empathetic, and personable even under stressful circumstances
Demonstrate great attention to detail and strong problem solving & troubleshooting skills.
Excellent written and verbal English communication skills
Knowledge of network connectivity, routers, firewalls and HTML (An Advantage)
Job Type: Full-timeSalary: Php35,000.00 to Php42,000.00 /monthExperience:Application / Technical Support: 2 years (Preferred)
Education:Bachelor's (Preferred)
