Technical Support - with 2 years of experienceShore 360

Description
Roles and Responsibilities
The company provides an online software service to customers across the world. Our current main services are invoice data extraction and expense approval. We export the data to many accounting software such as Xero and QuickBooks.
To be able to do the job, you will need to participate in ongoing training. The training will be a combination of 1) online training by our senior staff, 2) self-training by watching pre-recorded webinars and training videos, and 3) self-training by using our web guides.
You will work closely with our Support Manager and developers. You can call them to discuss matters or ask for assistance. Generally, at any time during your working hours.
The training will be on two aspects: 1) How does our software work – existing and new features, and 2) How to use our Support Portal
The day to day activities for the job will include:
- Answer support questions via email:
You will be monitoring support questions coming to our support email inbox.
You will strive to understand the questions and issues. If in doubt, ask customers to confirm your understanding. The emails need to be replied in a timely manner and the issues need to be resolved as soon as we can. The email communication will be in English; it is important to be polite, concise, and helpful. It shall offer the best technical solution to the problems or issues our customers have encountered.
You will have access to past support emails and email templates for commonly asked questions. You will need to discuss with our Support Manager and Developers if you cannot answer the questions with confidence.
We use artificial intelligence to read invoice data. The success rate is very high. A small fraction of invoices may have unusual formats and need the Support Team to customise the extraction. You will be provided with a tool to do so, which is the Support Portal.
- Test new features and document them.
Our developers will inform you when a new feature or software update is available. Generally, you will need to conduct a test of the new feature, in order to familiarise yourself with it and report any issues you have found during the tests.
When a new feature is fully tested, you will need to document it on our website to serve as user-guide. You will need to be able to create and edit a web page and publish it in a safe manner.
- Answer Customer Support Calls
Once you are confident with answering support emails, you may then take on some the responsibility of answering support phone calls. There are multiple staffs that answer the support calls. You may be one of them.
- Represent at conferences and tradeshows.
You may be asked to represent the company at various exhibitions. They can be all around the world. This will be a minor responsibility for this job role.
Required Experience
- Experience with using online accounting software such as Xero, or QuickBooks
- Software experiences, such as software testings and software documentation (software coding is not required)
Minimum Qualifications
- University degree in accounting, or software engineering. Or have taken many relevant subjects
A Successful Candidate must have
- Excellent communication skills using English, including reading, writing and speaking
- Ability to be friendly and loves to communicate with people
- Ability to be patient and helpful
- Ability to work on computers and in the field of technology and software
- Ability to learn a complex software system
- Great work ethics, dependable, and takes responsibility seriously
Perks
- Free barista-style coffee
- Free parking and jeepney services
- Great culture
- Highly engaged team
- Fun and family-oriented working environment
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Availability for travel: No
Availability for change of residence: No

₱ 27,000.00 monthly ·  Pampanga, Central Luzon ·  Today, 03:08 PM
Work type
Full Time