Technical Support Professional
20 hours ago
About UsWe're a cutting-edge software solutions provider, revolutionizing the service industry with innovative tech.Our mission is to empower a smart and driven cohort of employees who want to grow, learn, innovate, dream, and build cool things.Award-winning company recognized for our flexible and resilient organizational processes.Roles & Responsibilities:Resolve complex technical issues efficiently and escalate them to engineering staff when necessary.Maintain advanced technical knowledge of mobile and web applications.Update technical documents accurately and on time.Train customers on product installation and usage via web conferencing.Provide top-notch after-sale customer support, including documentation and timely updates.Familiarity with Jira and Confluence for efficient ticketing and documentation.Offer exceptional technical support via phone and email.Solve product-related issues using available resources.Record and process support and training interactions accurately.Thrives in challenging environments that foster creativity and problem-solving.Demonstrated ability to rapidly solve complex problems.Experience working directly with customers, positively impacting activities remotely.Rapidly adapt to field service management and ERP system spaces.Understand product integrations.Maintain strong customer relationships.Flexible and open to wearing multiple hats when required.Qualifications & Education Requirements:Start-up experience a must.Technical support experience in software industry a requirement.Proven analytical and problem-solving abilities, adaptability, attention to detail, and organizational skills.ERP system knowledge essential.Advanced MS SQL knowledge required.Excel expertise a necessity.Database structure understanding crucial.JIRA service desk or similar software familiarity required.Ability to create knowledge bases with visual tools essential.Bachelor's degree in MIS with accounting or related field, 2-3 years of application support experience minimum.Strong accounting and/or accounting software and payroll software knowledge required.Excellent verbal and written English skills (customers located in US and Canada).
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