tier 2 software Support | 42k salary package + 25k signing bonus!Select VoiceCom

Select VoiceCom is currently looking for Tier 2 Software Support to start ASAP. 
 
Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.
 
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it! 
 
Check out our Facebook page: www.facebook.com/selectvoicecomph
 
What we offer:
Php 42,000 Salary Package
Php 25,000 Signing Bonus
Weekends off
Enjoy the following benefits:
Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
Life insurance program
Free weekly in-house massage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Career development
Service incentive leave program
Annual salary increase based on performance
Fun and family-like working environment
Quarterly team outing
Free-flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Excellent office location in Cebu IT Park
*Terms and conditions apply.
 
Responsibilities:
 
Summary
 
Technical support representatives answer incoming phone calls and troubleshoot customer tech problems with computer software and hardware. Installs, modifies, and makes minor repairs to software installations, and provides technical assistance and training to system users by performing the following duties.
 
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Works with vendors on troubleshooting issues to resolve mutual clients.
Vendor and beta testing
Works with vendors on testing integrated services, communicates updates, status, and completion to manager/ Help Desk Ticket System.
Completes monthly DrDirect Reports, monthly Benefit Service Reports, or monthly Trojan Update CD creation
Special projects or special clients
Policy and procedure documentation
Conducts new hire support staff training
Intranet review, edits, and updates
Client Liaison for Vendor issues
Intranet/Wiki review, edits, updates
Assist in resolving customer needs and answer client complaint calls.
Trains support staff to load proprietary software packages such as Trojan Stand Alone, Trojan Managed Care, DrDirect, Express Collect, and Dentifi.
Trains support staff to install or assist service personnel in installation of software, re-train staff when necessary
Works as a client liaison for Vendor issues during troubleshooting
Meet department production and quality expectations for Days to Install (DTI) and memo quality.
Recommends or performs minor remedial actions to correct problems through troubleshooting.
Works with assigned offices to get data when on the Dentifi Exception report.
Assists clients with Updates, calls client to remind them to update.
Provides updates, status, and completion information to manager, through Help Desk Tickets, and/or users, via voice mail, e-mail, instant message system or in-person communication.
Completes Follow Ups and updates open memos with all work until resolved.
Replaces defective or inadequate software packages.
Assist other employees as needed with troubleshooting.
Attain high level of knowledge regarding troubleshooting, company information and vendor work.
Coping with job stress, getting along with customers and co-workers, accepting criticism, staying alert while on duty.
Handle incoming Dentifi issues for eligibility, dental benefits, plan matching, and linking.
Adjust daily schedule to accommodate training on an as needed basis.
Qualifications:
Bachelors degree (B.A./B.S.) or equivalent from a four-year college or technical school; or four years related experience; or equivalent combination of education and experience.
At least 2-5 years of continuous Tier 2 Technical Support experience in a BPO company
Knowledge of Microsoft Office Suite; basic networking, and be comfortable with various Windows operating systems for both server and client editions.
Excellent English communication skills - both written and verbal
High level of comprehension and analytical skills
Strong administrative skills - Accurate typing & spelling is essential to this role
Ability to read, analyze, and interpret technical procedures.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization existsAbility to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Willing to work full-time night shift
Willing to work on-site
Work Schedule: Night Shift