Support Technician

ROLE SUMMARY

Our client is looking for a Support Technician who will be responsible for aiding the customers who are using the platform. They are expected to conduct troubleshooting, repair walkthroughs, and ensure that the issues are resolved. The ideal candidate is knowledgeable with SQL, familiar with ERP and supply chain processes, as well as a background in helpdesk support.

SCHEDULE: 9:00 AM – 6:00 PM Eastern Daylight Time (9:00 PM – 6:00 AM Philippine Local Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Speak to customers to quickly get to the root of their problem

·       Troubleshoot application issues

·       Write SQL statements to rectify data problems

·       Monitor and troubleshoot error logs to proactively identify problems

·       Provide timely and accurate customer feedback

·       Talk users through a series of actions to resolve a problem

·       Follow up with users to ensure the problem is resolved

·       Provide support in the form of procedural documentation

QUALIFICATIONS

·       A Bachelor’s degree in the related field is an advantage

·       Prior experience in user support or a similar role

·       Knowledge of SQL and capability in writing simple queries and understanding data relationships

·       Knowledge of ERP systems

·       Familiarity with basic supply chain terms such as invoicing, inventory control, payment capture, etc.

·       Familiarity with Android and iOS mobile phone features such as Geo Location, App Installs, and Bluetooth configuration

·       Experience with remote desktop applications and help desk software

·       Attention to detail and good problem-solving skills

·       Excellent interpersonal skills

·       Good written and verbal communication

·       Problem-solving attitude and patience

·       Experience in a multi-client environment

·       Ability to function in an autonomous environment—independent worker, self-directed