Software Support Specialist (Permanent WFH - Pioneer Account)
Date Posted: 14-09-2022
Level: Mid Level
SUMMARY
The Software Support Specialist I is responsible for providing support for Accruent’s Enterprise Software Solutions and is a point of escalation for support issues. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The ideal candidate will be highly motivated and have a passion for software, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you.
Responsibilities
RESPONSIBILITIES
Maintain a working knowledge of Accruent-supported products and technologies. Work to analyze and resolve escalated Support issues.
Act as functional resource for Software Support Teams
Interact with customers, partners, field teams, and software developers to provide application advice and assistance and define requirements.
Prioritize, research, troubleshoot, and resolve application and technical issues. As needed, identify workarounds and communicate to customers.
Troubleshoot and analyze databases, application servers and new technologies.
Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.
Contribute to documentation of industry best practices.
Ensure the Support team is proactive in pursuit of new solutions and efficiencies within applications.
Work with all levels of Support to document resolutions and continually drive first call/first touch resolution.
Identify, document, confirm product defects.
May be asked to train and mentor other Support members
May be involved in deployment or training opportunities internally and with customers.
Duties and technical issues may sometimes require extended work hours, including weekends and holidays.
Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS.
Completes other duties as assigned by Accruent management.
Qualifications
KNOWLEDGE, SKILLS & ABILITIES
Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds.
Works well in a team environment, as well as independently.
Strong troubleshooting and problem solving skills.
Familiarity with industry best practices.
Ability to multi-task and prioritize multiple projects/clients simultaneously.
Highly organized and detail-oriented; strong organizational skills.
Strong interpersonal and leadership skills.
Enjoys and excels at problem solving and assisting others.
Ability to make sound decisions based on customer needs and product knowledge.
Self-motivated and able to work under pressure to deliver high-quality solutions.
Ability to anticipate potential problems, determine and implement solutions.
Ability to express and understand complex software and application concepts.
Ability to diplomatically deal with angry/irate customers.
QUALIFICATIONS
Prior experience in a software support role or role that required troubleshooting.
Experience with the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as:
Database (ORACLE or MSSQL, PLSQL, DML/DDL, backup/restore, complex queries and mass updates) – Oracle preferred
App Server and Scripting (JAVA, WebLogic, Oracle Forms, JavaScript, XML, HTML, VB or .NET) – Java preferred
Networking and Authentication (Network topology, firewall, troubleshoot connections, performance, SSO and SSL)
Server OS (Windows server, performance, resource monitoring, event viewer, maintenance and security)
Cloud and Virtualization (Azure, VMWare and Citrix)
Web Server (IIS, Apache/Tomcat)
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
