
Software Support Professional
7 days ago
Job Overview
We are seeking a skilled Software Support Professional to join our team at Algo+ USA.
About the Role
The Technical Assistance Specialist will provide top-notch customer support and resolve software-related issues in a timely manner. This position requires excellent communication skills, technical aptitude, and a customer-focused mindset.
Key Responsibilities
- Ticket Triage: Categorize incoming tickets based on issue type, product, urgency, and required customer details.
- Customer Interaction: Respond promptly and professionally to customer inquiries regarding software functionality, troubleshooting, and general information based on support documentation.
- Issue Resolution: Diagnose and resolve basic software issues and user errors following established procedures. Escalate complex issues to higher-level support or relevant departments as needed.
- Knowledge Management: Utilize and maintain up-to-date knowledge of Algo+ USA's SaaS products and support documentation. Update and document customer interactions, issues, and resolutions in the support ticketing system. Provide weekly reporting highlighting outstanding tickets by solution, urgency, and type.
- Performance Monitoring: Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores. Participate in regular training and development sessions to enhance support skills and product knowledge.
- Team Collaboration: Collaborate with team members and other departments to improve support processes and customer experience. Provide feedback on common issues or trends to help improve the software and support strategies.
Requirements
- Education: High school diploma or equivalent required; Associate's degree or higher in a related field preferred.
- Experience: Previous experience in customer support or a related role is a plus, especially in a SaaS or tech environment.
- Skills: Strong communication skills, both written and verbal. Basic troubleshooting skills and the ability to learn new software quickly. Proficiency in using support ticketing systems and CRM tools. Excellent problem-solving abilities and a customer-focused mindset.
- Attributes: Patient, empathetic, and able to handle customer inquiries with professionalism. Ability to work independently and as part of a team in a fast-paced environment. Strong organizational skills and attention to detail.
* Excellent English communication skills are required to communicate with the US team members.
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