**DUTIES AND RESPONSIBILITIES**:
- Maintain a thorough understanding of company's Suite of products and any new functionalities that are released
- Provide first line support to customer requests by answering inquiries in a timely manner through our ticket, chat, and phone call systems
- Investigate any problems and issues reported by users including basic server resources troubleshooting
- Work in conjunction with the technical team, troubleshooting technical issues and escalating them as needed
- Perform a variety of technical tasks in the back end of the software including upgrades to the software, patches to the data, configurations and scripts required by the different clients
- Identify users' needs and help them with the optimal usage of the product's features
- Triage issues and where possible, providing resolutions before submitting to the product team
- Develop relationships with key external stakeholders, maintaining fluent communication and building trust with them
- Receive feedback from users to identify opportunities for improvement and bugs and pass it on to the product team
- Collaborate in the documentation of knowledge, proactively creating How-To Articles both for internal and external knowledge
- Help training new support team members when required
- Actively participate in cross-functional squads (Sales, Implementation or Rapid Response) when required
**QUALIFICATIONS**:
- Excellent oral and written communication in English (required)
- Technical or professional studies in computer science or systems (required)
- Experience in working with data bases (preferred)
- Genuine interest in learning new technologies
- Relevant skills to work with the development team, understanding technical issues and escalating them as needed
- Analytical and logical troubleshooting skills
- Critical thinking
- Motivation to help users get optimal software results
- Demonstrated ability to manage multiple priorities and follow through on projects to completion, complying with SLA (Service Level Agreement)
- A love for building trust and strong customer relationships by receiving feedback and identifying opportunities for improvement.
- Availability to work night shift or weekends (preferred)
**Job Types**: Full-time, Permanent
**Benefits**:
- Opportunities for promotion
- Work from home
Schedule:
- 8 hour shift
- Day shift
Supplemental Pay:
- 13th month salary