Assist customers in troubleshooting problems, diagnose issues with software installation and application, identify sources of the problem and offer solutions.
Involved in the creation of new software and work closely with software engineers and development teams to identify and resolve potential issues in the development stage.
Analyze all aspects of the software and make suggestions throughout the development phase to help avoid issues in the final product.
Determine, review criticality and prioritize resolution of issues.
Resolve cases and provide updates to customer
Engage in the Knowledge Management process by creating and using materials.
Guide clients to use self-help resources.
Offer direct customer service and technical support to users through phone, email and in-person.
Support clients to answer queries, locate information and review technical requirements.
Record customer change requests and technical requirements.
Record issues and solutions to troubleshoot guides.
Qualifications
Proficiency in at least one programming language and database management to be able to understand and communicate effectively with developer team is a plus
Candidates must possess at least a Bachelor's Degree in Computer Science/Information Technology or equivalent.
Strong customer communication skills to manage customer's expectations
Able to communicate in English with overseas team
Excellent time management and organizational skills and experience establishing guidelines in these areas for others
Strong sense of personal accountability regarding decision-making and supervising department teams
Experience working in a high-level collaborative environment and promoting a teamwork mentality
Managerial experience applying analytical thinking and problem-solving skills
Ability to predict challenges and seek to proactively head-off obstacles
