Software Support Specialist at Sourcefit

Position Summary:

The Help Desk/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:

• Hybrid Setup | Work from home but flexible to be in the office when scheduled
• Monday to Friday | 11:30 PM to 8:30 AM Manila Time

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.

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, is proficient in gathering, and 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.