Product Support Specialist

The Product Support Specialist acts as the first point of contact for support cases. The PSS (Product Support Specialist) directly reports to the Support Manager. The successful candidate is expected to troubleshoot, answer basic queries, and direct the client towards proper use and management of the software application.

Responsibilities

• Attend to support cases via phone, email, or online web tools
• Answer enquiries and prepare materials on product usage and sales
• Analyze and categorize issues to eventually route the support cases to the right support staff
• Conduct client training
• Perform environment health checks
• Handles sales enquiries and background checking of potential clients after receipt of sales enquiries
• Perform other related duties as assigned
  
  
  

• Ability to communicate in English, verbal and written, in a concise and clear manner
• Good analytical skills
• Effective listening skills
• Proficiency in typing
• Ability to multi-task
• Knowledge of MS applications
• Adept in using mobile devices
  
  
  

• Bachelors degree in any course related to Information Technology or Engineering is an advantage
• Preferably with at least 1-year related experience in Level 2 Technical Support
• Flexible, can adapt to changing shift schedules
• Available shifts:
• Morning Shift (8:00 AM - 5:00 PM)
• Evening Shift (11:00 PM - 8:00 AM)
  
• Amenable to work on weekends and holidays
  
  
  

• Must man his/her workstation for long periods
• Work may require use of a headset
• Successful completion of background checking will be required
• Submission of NBI Clearance prior to start date will be required