Software Support Specialist

MICHAEL PAGE INTERNATIONAL RECRUITMENT (PHILIPPINES) INC.

Fresher

PHP 1,560,000 - 1,561,000 per month

Philippines

Early Applicant

Posted 2 months ago
Be among the first 10 applicants

Job Description

Fully Remote Work
Be a part of an international team

About Our Client

A global engineering and technology company that provides solutions and services across industrial sectors including energy, paper, raw materials, and transportation.

Job Description

Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
Take full ownership of assigned cases, managing troubleshooting activities and guiding customers in gathering necessary information for resolution.
Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
Develop proficiency in SQL Server Administration, T-SQL scripting, and VBA scripting as needed.
Create and document detailed solutions for technical issues, ensuring clear communication of resolutions.
Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
Provide training to customers on product functionality and customization to enable effective use.
Maintain accurate time tracking for project management and billing purposes.
Mentor junior team members, demonstrating strong technical expertise and customer service.
Handle escalations and provide critical support for high-impact issues.
Meet or exceed performance metrics related to case resolution and customer satisfaction.
Maintain detailed and accurate work log notes for all cases and projects, ensuring complete documentation of actions, progress, and next steps.
Conduct consistent customer follow-ups, adhering to internal and external SLAs for timely communication and resolution.
Foster a positive, collaborative team culture and participate in an on-call rotation for after-hours support.
Participate in after-hours support as required, supporting a global 24/7 customer base beyond the standard Thursday-Monday schedule when needed.

The Successful Applicant

Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
Strong expertise in full case ownership, with hands-on troubleshooting skills and the ability to effectively guide customers.
Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
Familiarity with Active Directory, Group Policy, and TCP/IP networking.
Strong communication, documentation, and organizational skills, with a high attention to detail in case follow-through.
Excellent customer service approach, combining technical expertise with a collaborative mindset.
Ability to demonstrate patience, empathy, and clear communication, especially in high-stress or high-priority situations.
Proficiency in SQL Server Administration and T-SQL scripting, or a strong willingness and ability to learn quickly.
Ability to communicate effectively with both technical users (IT, engineers) and non-technical users (operators, plant personnel) in industrial environments.