Application Support Specialist

This newly formed Application Support Specialist role is a role that services the immediate needs of customers and enables them to use the platform effectively. The role is intended to service customers at a broader and more integrated perspective on customer support moving beyond reactive assistance to a more holistic proactive engagement strategy.

• In this role you will be responsible for engaging with phone email and chat communication channels with customers.
  
• Resolving and completing tickets from the support queue which includes actioning customer requests for assistance in simple implementation
  
• Respond to customer calls email and online chat queries.
  
• Respond to and complete new project build requests
  
• Complete technical project or checklist edit requests
  
• Perform preliminary problem diagnosis from customer feedback.
  
• Investigate and resolve technical and nontechnical problems that arise with the software with other internal stakeholders.
  
• Build & Maintain a comprehensive help centre
  
• Build onetomany resources that creatively help our customers do more for themselves
  

Requirements

• Evaluate and increase effectiveness through feedback to the wider company team.
  
• Complete and maintain Zendesk and Gsuite information requirements.
  
• Maintain company ticket SLAsDeliver excellent support to company users
  
• Product Software support experience
  
• Excellent communication skills
  

Additional Job Details:

Setup and Location: WFH

Work Schedule: 9:00 AM 6:00 PM 5:00 AM 2 PM PH time

Employment Type: Full Time

All interviews and other hiring requirements are done virtually or through video calls or emails.

Benefits

This newly formed Application Support Specialist role is a role that services the immediate needs of customers and enables them to use the platform effectively. The role is intended to service customers at a broader and more integrated perspective on customer support, moving beyond reactive assistance to a more holistic, proactive engagement strategy. In this role, you will be responsible for engaging with phone, email, and chat communication channels with customers. Resolving and completing tickets from the support queue, which includes actioning customer requests for assistance in simple implementation Respond to customer calls, email and online chat queries. Respond to and complete new project build requests Complete technical project or checklist edit requests Perform preliminary problem diagnosis from customer feedback. Investigate and resolve technical and non-technical problems that arise with the software with other internal stakeholders. Build & Maintain a comprehensive help centre Build one-to-many resources that creatively help our customers do more for themselves Requirements Evaluate and increase effectiveness through feedback to the wider company team. Complete and maintain Zendesk and G-suite information requirements. Maintain company ticket SLAsDeliver excellent support to company users Product Software support experience Excellent communication skills Additional Job Details: Set-up and Location: WFH Work Schedule: 9:00 AM - 6:00 PM | 5:00 AM - 2 PM PH time Employment Type: Full Time All interviews and other hiring requirements are done virtually or through video calls or emails.