Software Support Specialist

# Software Support Specialist

## Position Summary

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.

## Job Details

**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

## 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

## Required 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 - 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

Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/software-support-specialist-sourcefit