Deskripsi Pekerjaan
Are you a tech-savvy problem solver looking to make a significant impact in the SaaS industry? HashMicro is seeking a dedicated Software Technical Support Specialist to join our dynamic team in Ortigas. As a key member of our support department, you will act as the bridge between our innovative software solutions and our valued clients.
In this role, you won't just be answering tickets; you will be diagnosing complex technical challenges, ensuring seamless software implementation, and collaborating directly with our development team to enhance product functionality. We are looking for an individual who thrives in a fast-paced environment, possesses a sharp analytical mind, and is committed to delivering a superior, hassle-free experience for every user.
If you are passionate about technology, enjoy unraveling complex systems, and want to grow your career within a globally expanding enterprise software company, we want to hear from you!
Tanggung Jawab
- Provide high-level technical support for HashMicro’s suite of software products via ticketing, email, and live chat.
- Troubleshoot, diagnose, and resolve technical issues reported by clients effectively and promptly.
- Document recurring issues and suggest proactive improvements to the development team to enhance product performance.
- Guide clients through software configuration, updates, and troubleshooting procedures.
- Maintain a high level of customer satisfaction by ensuring smooth, hassle-free software usage.
- Collaborate cross-functionally with account managers and developers to resolve complex technical hurdles.
- Create and update internal knowledge base documentation and client-facing FAQs.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 2 years of experience in a Technical Support, Helpdesk, or SaaS support role.
- Strong understanding of software development lifecycles and basic database concepts (SQL).
- Excellent verbal and written communication skills in English.
- Proven ability to break down complex technical concepts for non-technical users.
- Experience with CRM systems and ticketing software (e.g., Zendesk, Jira).
- Strong analytical, critical thinking, and multitasking abilities.
- Ability to work in a fast-paced, client-centric environment.