Responsibilities:
- Assist customers in troubleshooting problems, diagnose issues with software installation and application, identify sources of the problem and offer solutions.
- Involved in the creation of new software and work closely with software engineers and development teams to identify and resolve potential issues in the development stage.
- Analyze all aspects of the software and make suggestions throughout the development phase to help avoid issues in the final product.
- Determine, review criticality, and prioritize the resolution of issues.
- Resolve cases and provide updates to customer
- Engage in the Knowledge Management process by creating and using materials.
- Guide clients to use self-help resources.
- Offer direct customer service and technical support to users through phone, email, and in-person.
- Support clients to answer queries, locate information, and review technical requirements.
- Record customer change requests and technical requirements.
- Record issues and solutions to troubleshoot guides.
Qualifications:
- Proficient in at least one programming language and database management to be able to understand and communicate effectively with the developer team
- Candidates must possess at least a Bachelor's Degree in Computer Science/Information Technology or equivalent.
- Strong customer communication skills to manage customer's expectations
- Able to communicate in English with the overseas team
- Excellent time management and organizational skills and experience establishing guidelines in these areas for others
- Strong sense of personal accountability regarding decision-making and supervising department teams
- Experience working in a high-level collaborative environment and promoting a teamwork mentality
- Managerial experience applying analytical thinking and problem-solving skills
- Ability to predict challenges and seek to proactively head off obstacles
- ERP Knowledge and Accounting Knowledge is a plus
- Knowledge in Odoo is a plus
Benefits:
- Competitive salary, based on result-oriented personal performance review
- Significant career growth opportunities, based on personal performance review every 6 months
*Fill out this form to start our recruitment process: https://jobportal.hashmicro.com/jobs/detail/it-application-support-supervisor-105
HashMicro
