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.
Level: Mid Level
Date Posted: 14-09-2022
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.
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.
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
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)
Since 2012, Diversify has created a culture where its people come first.
With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.