Making Outsourcing in the Philippines Work for You
Software Support Specialist
Location
Philippines
Posted
22 days ago
Salary
0
Seniority
Senior
Job Description
Software Support Specialist
Sourcefit
• 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.
Job Requirements
- 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, proficient in gathering, 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.
Benefits
- Work from Home Monday to Friday
- Follow US Holidays
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