Level 1 Software Support Specialist at Sourcefit

Position Summary:

Our client is seeking a highly motivated Level 1 Software Support Specialist to join our customer support team. This individual will serve as the first point of contact for customer support requests via email and ticketing systems. This individual will be responsible for managing and prioritizing a queue of support tickets, expertly triaging issues, and ensuring timely and effective resolution.

The ideal candidate is detail-oriented, customer-focused, and possesses excellent communication skills (verbal and written) in English. The able to quickly learn business-centric software solutions to effectively support end-users is a must.

Job Details:
Work from Home
Sunday to Thursday | 2:30 PM to 11:30 PM PH Time

Key Responsibilities:

• Ticket Management and Triage
• Monitor and manage a queue of incoming support tickets.
• Assess, prioritize, and categorize tickets based on severity, impact, and urgency.
• Triage issues to the appropriate internal teams when necessary while maintaining clear ownership until resolution.
• Customer Support
• Respond promptly to email-based customer inquiries with professionalism and empathy.
• Resolve common issues independently by following established support workflows and documentation requirements with the Zendesk application.
• Collaborate with customers to gather relevant information, troubleshoot, and provide clear, actionable solutions.
• Escalate complex or unresolved issues to Level 2 & 3 support, ensuring all details are documented thoroughly.
• Documentation and Reporting
• Maintain accurate, detailed, and organized records of all customer interactions, troubleshooting steps, and resolutions.
• Contribute to the creation and improvement of knowledge base articles, FAQs, and user documentation.
• Thoroughly review, retest, and document a backlog of tickets to determine if issues persist or have been resolved.
• Identify recurring issues and trends and report them to the Support Manager for proactive resolution.
• Learning and Software Expertise
• Rapidly learn and develop expertise with the client’s CMMS+ application.
• A deep knowledge of this complex software is a key success criterion.
• Stay updated on software updates, new features, and industry best practices to deliver accurate support.
• Customer Experience
• Act as a customer advocate, ensuring user satisfaction and a positive support experience.
• Communicate effectively and empathetically to build trust and maintain strong customer relationships.
• Proactively follow up on open tickets to ensure timely resolution and customer success.

Qualifications:

• Education and Experience:
• 2+ years of experience in customer support, helpdesk, or software support roles.
• Experience managing support tickets in a CRM or ticketing system (e.g., Zendesk, Freshdesk, or similar).
• Technical Skills:
• Ability to learn and understand business-centric software systems quickly.
• Proficiency in Microsoft Office Suite and comfort using other software tools including Jira.
• Basic understanding of software troubleshooting principles.
• Basic understanding of data structures and databases.
• Communication Skills:
• Exceptional verbal and written communication skills in English.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Key Competencies:
• Strong organizational and time management skills to manage multiple priorities.
• Detail-oriented with excellent problem-solving and analytical skills.
• Customer-first mindset with a positive, professional attitude.
• Ability to work independently, adapt to change, and thrive in a fast-paced environment.

Preferred Skills (Nice to Have):

• Experience supporting SaaS-based software.
• Familiarity with ticketing systems like Salesforce, Zendesk, Jira Service Desk, or ServiceNow.
• Knowledge of CMMS or related software, such as ERP, EAM, Inventory Control & Management.
• Prior experience in technical documentation or knowledge base content creation.