Software Support Specialist
Locations: India – Kerala
Job Type: Full-Time / Part-Time
We are in search of a passionate and experienced Software Support Specialist in ERP and Accounting software to join our dynamic team. If you thrive on providing top-notch assistance, troubleshooting technical issues, and ensuring client satisfaction, we encourage you to explore this exciting opportunity with us. The ideal candidate should have a basic understanding in Financial Accounting and Tax processes. And must have an experience in any ERP systems or billing software, and possess excellent communication skills.
Responsibilities:
- Customer Assistance: Provide prompt and courteous customer support via various channels, including phone, email, and chat, to address queries related to our software products.
- Issue Resolution: Diagnose and troubleshoot customer-reported issues, guiding them through step-by-step solutions and ensuring timely problem resolution.
- Product Knowledge: Develop and maintain in-depth knowledge of our software products to effectively assist customers and provide accurate information.
- Documentation: Document customer interactions, issues, and resolutions in our customer support system to maintain a comprehensive knowledge base.
- Collaboration: Collaborate with other support team members, developers, and product managers to escalate and resolve complex issues.
- Training: Assist in creating and updating training materials for customers to enhance their understanding and usage of the ERP and billing software.
- Feedback Loop: Collect customer feedback and communicate recurring issues or trends to the development team for continuous improvement.
- Customer Satisfaction: Ensure high levels of customer satisfaction by meeting and exceeding customer expectations.
Requirements:
- Educational Qualification: Bachelor’s degree in Finance, Accounting, Information Technology, Computer Science, Business, or a related field.
- Experience:
- Proven experience in Microsoft Tools like Word, Excel or similar. It is preferable to have experience with any ERP or billing software before.
- Familiarity with billing processes and basic accounting.
- Technical Skills:
- Understanding of Computer systems and billing software functionality.
- Ability to troubleshoot and diagnose software-related issues.
- Proficiency in using customer support tools and systems.
- Communication Skills: Excellent verbal and written communication skills with the ability to convey technical information to non-technical users.
- Problem-Solving: Strong problem-solving skills and the ability to think analytically.
- Empathy: Empathetic approach towards understanding and addressing customer concerns.
- Time Management: Ability to manage multiple customer inquiries simultaneously while maintaining a high level of accuracy.
- Team Player: Collaborative attitude and willingness to work in a team-oriented environment.
If you are a customer-focused professional with a background in Accounting using software, we invite you to apply for this rewarding position. Join our team and contribute to delivering outstanding customer experiences in the realm of ERP and billing software solutions.