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Last updated 6 days ago

Senior Software Support

Basic Info

PHP 30,000 - 50,000 /mth

Philippines | Metro Manila

Full-time | On-site

Job Description

    1. Customer Support

    • Provide timely technical assistance via phone, email, or chat.
    • Diagnose and resolve software installation, configuration, and integration issues.
    • Ensure prompt issue resolution in line with service level agreements (SLAs).
    • Document support interactions in the CRM system.
    • Escalate complex cases to higher-level support or development teams.

     

    2. Product Expertise & Training

    • Gain in-depth knowledge of software features and technical requirements.
    • Stay updated on new product releases and enhancements.
    • Conduct customer training sessions (virtual and in-person) to optimize product usage.
    • Maintain troubleshooting guides, FAQs, and knowledge base articles.

     

    3. Troubleshooting & Issue Resolution

    • Analyze and replicate software issues reported by users.
    • Use diagnostic tools to identify root causes and resolve technical problems.
    • Collaborate with development and QA teams to fix bugs and improve functionality.
    • Clearly explain solutions and guide customers through the resolution process.

     

    4. Customer Relationship Management

    • Build strong customer relationships through proactive communication.
    • Keep customers informed on issue resolution progress.
    • Gather customer feedback to enhance product functionality and user experience.
    • Advocate for user needs within the organization.

     

Job Requirements

    Requirements:

    • Bachelor's degree in Computer Science, IT, or a related field.
    • CPA certification is a plus.
    • Minimum 1 year of experience in technical support, preferably in the software industry.
    • Proficiency in POS and accounting software (installation, configuration, troubleshooting).
    • Strong problem-solving and analytical skills for diagnosing technical issues.
    • Excellent customer service and communication (written & verbal).
    • Ability to explain technical concepts to users with varying expertise levels.
    • Knowledge of database management systems, SQL queries, and debugging techniques.
    • Detail-oriented, well-organized, and capable of managing multiple tasks.
    • Ability to work independently and in a team environment.
    • Proficiency in customer support tools and CRM systems.

Agensi Pekerjaan Find Talent Sdn Bhd
Human Resources, Staffing & Recruiting Small (10 - 49 Employees)

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