Job Details
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Job Description
As a Technical Support Specialist , you will play a crucial role in ensuring the smooth operation and optimal performance of our software solutions for our clients. This role involves providing technical assistance to customers, resolving issues promptly, and maintaining a high level of customer satisfaction. The Technical Support Specialist will be responsible for handling a wide range of technical inquiries, troubleshooting problems, and collaborating with cross-functional teams to deliver exceptional customer service.
Job Responsibilities:
- Serve as the primary point of contact for clients' technical inquiries and issues.
- Respond to customer inquiries and technical issues via Chat, phone, or other communication channels.
- Utilize CRM to meticulously manage and prioritize support requests, ensuring efficient and effective problem resolution.
- Diagnose and troubleshoot software and hardware issues related to the ERP system.
- Provide clear and concise instructions to customers on issue resolution and software usage.
- Articulate resolution details in a clear and concise manner, ensuring clients fully understand the steps taken to address their concerns.
- Analyze and investigate complex technical problems reported by customers.
- Collaborate seamlessly with internal teams, including developers and system administrators, and customer success operations team, to deliver comprehensive technical solutions.
- Escalate issues to higher tiers of support when necessary and follow up on the resolution.
- Initiate follow-up communications promptly after the reported issue has been addressed to confirm resolution and gather client feedback.
- Adhere to SLAs for response and resolution times, ensuring timely support to meet client expectations.
- Participate in quality assurance activities, including testing new software releases and providing feedback to improve product reliability.
- Document and track software defects, working closely with developers to resolve them.
- Create and maintain detailed documentation for common technical issues and solutions.
- Contribute to the knowledge base to facilitate self-service for customers.
Job Requirements
Education:
- Bachelor’s degree in Accounting or a related field.
Experiences :
- Minimum of 3 years of experience as an Accountant.
- SaaS industry experience is a must
Requirement:
- Articulate ideas, collaborate seamlessly, and navigate interpersonal dynamics.
- Identify and resolve complex challenges with a strong analytical mindset.
- Thrive in a team-oriented environment, fostering cooperation and shared success.
- Navigate interpersonal dynamics with empathy and understanding.
- Efficiently organize and prioritize tasks to meet deadlines.
- Demonstrate eagerness to acquire new skills and stay updated on industry trends.
- Devote attention to understanding and addressing client needs professionally.
- Meticulously ensure accuracy and precision in all tasks.
- Take ownership of responsibilities and deliver results with commitment.
- Possess expertise in programming languages, frontend technologies, software testing, and relevant industry tools (e.g., CRM, Microsoft Suite).
