The 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.
Location: Eastwood Quezon City, PH Type: Full Time, Remote/Hybrid Department: A-TDO Schedule: Work from Home Monday to Friday | 8:30 AM to 5:30 PM PST Holidays: To follow US Holidays
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
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 and analyzing information
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
Actively participates in meetings, appropriately escalating challenges
