Basic Info
PHP 30,000 - 50,000 /mth
Philippines | Metro Manila
Full-time | On-site
Job Description
- 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.
- 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.
- 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.
- 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.
1. Customer Support
2. Product Expertise & Training
3. Troubleshooting & Issue Resolution
4. Customer Relationship Management
Job 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.
Requirements:
Agensi Pekerjaan Find Talent Sdn Bhd
Human Resources, Staffing & Recruiting
Small (10 - 49 Employees)
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