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  • Posted: Oct 4, 2017
    Deadline: Not specified
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  • At Tovuti Group, we offer professional, comprehensive and fully fledged software solutions for range of diverse businesses. Recognised both on local and regional markets since 2011 Tovuti group continues to operate with higher client expectancy and flexible solution offers that aim at delivering simplified software solution that aim at simplifying day to ...
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    Software Support Specialist

    Job Description
     
    Job Brief
     
    We seeking a high-energy, team oriented Support Specialist to provide technical support to our customers.
     
    The Software Support Specialist will work directly with customers to troubleshoot software issues and assist administrators with the application of our products and will report to the technical director.
     
    You’ll learn diverse software programs, technical support processes.

    Responsibilities / What you’ll need

    • Provide world-class technical support via telephone, email and chat for Tovuti customers
    • Initiate diagnostic procedures with user by telephone, remote connection or email, and be able to communicate steps for resolution to the end users
    • Learn from customer interactions to help innovate customer experience improvements with better software and support tools
    • Cultivate relationships with customers and build positive culture
    • Manage multiple customer issues in a fast-paced organization and effectively prioritize issues based on severity
    • Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources
    • Identify early symptoms, patterns and solutions for upcoming technology challenges
    • Develop best practices, tips and training scripts for customers on proper use of program
    • Communicate user challenges and software updates across multiple teams including the development team for tracking resolution
    • Completely and clearly document issue and diagnostic steps
    • Input all technical issues into bug tracking software to be addressed by appropriate teams
    • Assist with Quality Assurance beta testing ALL program components and installers as needed.
    • Assist with Quality Assurance in maintaining all program help files and documentation as needed
    • Opportunity to work on additional projects as necessitated by the Support team
    • Serve as consultant and research alternate approaches to existing issues where standardized approaches cannot be applied.
    • Performs other job-related duties and responsibilities as assigned
    Requirements / Skills
    • 1-3 years of experience supporting software with customers
    • Formal education in a computer related field
    • Required to handle On-Call support, late shift, and Saturday-as required
    • Previous Web application/retail POS support experience preferred
    • Strong problem solving and analytical skills
    • Ability to work independently, contributing to team success
    • Excellent verbal, written, interpersonal and customer service skills
    • Ability to quickly absorb and apply knowledge gained through training, documentation, or independent study.
    • Self-motivated, with a take-charge approach to getting things done
    • Strong customer relation skills/ customer service driven
    • Dependable and punctual
    • Strong work ethic
    • Ability to multitask in a fast-paced and quickly changing environment
    • Words that describe you include: positive, accountable, self-driven, determined, efficient, empathetic, enthusiastic, collaborative, pleasant, humble, tactful, confident, honest, organized, personable, goal oriented, good communicator, trustworthy, team-player

    Check how your CV aligns with this job

    Method of Application

    Applicants should send CV to info@tovutigroup.com

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