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    Software Support Specialist - Philippines, Quezon City, Pilipinas - Sourcefit

    Sourcefit
    Sourcefit Philippines, Quezon City, Pilipinas

    4 araw ang nakalipas

    Sourcefit background
    Buong oras
    Paglalarawan
    Position Summary

    The Help Desk/Software Support Specialist plays a pivotal role in maintaining strong client relationships through prompt and effective product and service support. Utilizing a combination of knowledge bases and proprietary troubleshooting techniques, this role resolves client inquiries and issues in a courteous and efficient manner. The Specialist ensures client satisfaction while adhering to company policies and procedures.

    Job Details

    • Hybrid Setup | Work from home but flexible to be in the office when scheduled
    • Monday to Friday | 11:30 PM to 8:30 AM Manila Time

    Responsibilities

    • Provide technical support to clients via email, phone, online live support, or other designated channels.
    • Field Tier 1 support phone calls, averaging 15-30 calls per day, with flexibility based on call volume.
    • Quickly diagnose critical and complex issues, escalating as necessary.
    • Participate in the Learning Lab at the annual user group meeting.
    • Formulate ideas to enhance Knowledge Base content.
    • Complete computer checkouts for issues related to computer performance.
    • Deliver accurate information to clients, identifying problems, researching answers, and guiding corrective steps.
    • Install and assist in setting up offices to utilize electronic prescriptions, providing training to doctors and staff members.
    • Accomplish tasks in a timely manner, prioritizing support tickets to meet deadlines.
    • Document detailed records of customer interactions, accounts, and file documents through the online ticketing system.
    • Record working hours, breaks, lunchtime, and overtime accurately in the employee time clock system, requesting manual changes as needed.
    • Submit time-off requests in a timely manner, obtaining prior approval from Management.
    • Adhere to all rules and regulations outlined in the Employee Handbook.

    Qualifications

    • Proficient in reading, writing, comprehension, and effective presentation skills.
    • Applies common sense, follows instructions, and demonstrates basic math skills, understanding financial reports.
    • Punctual, reliable, exercises judgment, applies feedback, monitors performance, maintains professionalism under pressure, and sets/achieves goals effectively.
    • Strong understanding of products/services, synthesizes complex information, identifies timely solutions, is proficient in gathering, and analyzing information, and communicates effectively in both 'Techie' and 'End User' languages.
    • Provides prompt, attentive customer response, incorporates feedback for service improvement, maintains confidentiality (HIPAA), communicates clearly and persuasively, and actively participates in meetings, appropriately escalating challenges.
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