Technical Support Engineer - Level 1

Job Description

Your Responsibilities:

• Respond to customer product inquiries through telephone or in written internet-based email or chat sessions.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters., technical product expertise are critical to responding to daily customer-centric activities.
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
• Document customer information and recurring technical issues to support product quality programmes and product development. Escalate requests and to the correct product team.
• Researching the ERP database to understand problems; using SQL for queries. Manage work queues within Service Cloud to comply with Service Level commitments.
• Provide functional and technical guidance to customers on new enhancements, modules, and features. Advise customers about available service(s) and assess customer needs.
• Use and enhance Knowledge Management System. Build relationships with customers and internal team members such as sales, development, analyst.

The Essentials - You Will Have:

• Diagnosing difficult issues with complex software configurations related to with hands-on experience 1-3 years.
• Accounts Payable, Accounts Receivable and General Ledger Transactions and Reporting, Payroll Transactions, Time and Attendance Records, Expense Tracking
• A bachelors degree in Business CIS or computer-related field, or equivalent experience supporting software.
• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving Service level agreement requirements
• Proficient in Microsoft excel (can maintain complex spreadsheets) & word Document.
• Willing to work in a rotational shift including non-standard hours, depending on our needs.
  

The Preferred - You Might Also Have:

• Fundamental knowledge of Accounting and Finance. (MBA Degree in Finance preferable)
• SQL experience.
  

What We Offer: