Software Support Subject Matter Expert | Remote Work
BUNCH
- Makati, Philippines235 Salcedo, Legazpi Village, Makati, Metro Manila, Philippines, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Expired 3 years ago
2021-02-20T16:00:00+00:00Job closed.
Job Description
Be part of BUNCH as a Software Support SME to join our client’s Support team.
As an expert, you will play a pivotal role in helping our client build world-class customer experience by providing thoughtful and personalized support in each of your user interactions.
What does a typical day look like?
- Lead and train a team of 4 Software Support Specialists to achieve customer objective
- Connect daily with our main client point of contact (POC) in Australia to discuss issues and concerns
- Conduct team management tasks such as regular team and individual meetings
- Review and optimize team processes to drive efficiency and higher levels of customer satisfaction
- Produce customer-facing and internal reports as required
- Provide tier 1 software support by testing different scenarios and reproducing user issues
- Own resolution of tickets at various stages of completion
What’s in it for you?
- 100% remote work
- Work schedule: AUS business hours
- Performance-based incentives
Minimum Qualifications
What makes you qualified?
- Minimum 2 - 3 years of experience as a Sr. Software Support Specialist or equivalent role, communicating with international clients through several channels (email, chat, phone, etc.)
- Outstanding verbal and written communication skills
- Extensive experience in troubleshooting SaaS products (i.e. issue diagnosis via probing, testing different scenarios, impersonating users, etc.)
- At least 6 months of experience leading and/or mentoring a team of Software Specialists
- Ability to generate and analyze customer & internal reports and is familiar with SaaS Support
- Excellent problem solving and analytical skills
- Aptitude for learning new technologies quickly
- Extremely detail oriented and highly organized
What will make you stand out?
- Hands-on experience in handling complex information systems, specifically highly configurable and/or customizable systems
- At least 1 year of experience working with Australian-based companies
- Intermediate level experience with Jira Service Desk and Confluence
Perks and Benefits
Work from Home
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Unit 363 Mile Long Bldg, cor V.A. Rufino St, Amorsolo St, Legazpi Village, Makati, Metro Manila, Philippines
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About BUNCH
BUNCH is a service company working for the international high-growth tech startup companies that will become the unicorns of the next 5-10 years. Our current clients are based in the US, Western Europe and China.
The founding team comes straight from the tech startups space, enabling BUNCH to detect untapped needs of industries like AI, e-Commerce, SaaS, Fintech, Adtech and others. We grew from 0 to 160 FTEs in 3 years of life and are planning to reach 400+ headcounts by the end of 2021.
We utilize lean, agile, counter-bureaucratic processes to build an organization with minimal hierarchy and high specialization. Our two company pillars are;
(i) Deliver high flexible, superior value services for high growth tech companies and
(ii) Create the most attractive workplace to attract the best talent by offering a solid and fast career growth.
We built a bold culture based on a flat structure, merit, exposure to new technologies and acceptance of diversity.