Our team is growing, and we are seeking an Onsite Technical Support Staff to join us. This critical role involves delivering technical services and comprehensive solutions to our much-valued customers, ensuring operations remain efficient and responsive to our clients' needs.
**Responsibilities:**
1. Diagnose and address complex functional and technical challenges.
2. Handle, manage, and resolve escalated customer cases within designated timelines to uphold customer satisfaction.
3. Function as a customer liaison, ensuring their needs and requirements are adequately represented in our business operations.
4. Implement and configure our range of products for customers and internal team members.
5. Participate in the launch and integration of new and existing products.
6. Undertake business implementation tasks, focusing on software deployment and configuration.
7. Execute special projects as required by the organization.
8. Complete non-IT-related tasks as occasionally assigned by the company.
**Customer Management:**
1. Provide full spectrum of services—ahead, during, and post customer installations.
2. Regularly maintain and update incident management tools and business systems.
3. Collaborate with the Technical Services Manager to achieve set targets.
4. Engage with all necessary internal stakeholders to fulfill all customer requirements.
5. Respond promptly to customer needs and be available for onsite visits when necessary.
**Administrative Duties:**
1. Ensure all internal business systems’ customer, project, or product information remains current.
2. Handle sensitive enterprise data with utmost confidentiality, complying with the company’s Code of Business Conduct & Ethics.
**Requirements:**
1. At least one year of experience in a customer service environment.
2. Strong technical proficiency; prior IT support experience is advantageous.
3. Prior experience supporting or working with mid-office or accounting software.
4. Possession of a motorcycle and a valid driver's license to facilitate quick onsite customer visits.
5. Ownership of a reliable computer with stable internet connection for remote work and data encoding activities.
We need a professional who can perform tasks promptly and efficiently, embodying our conviction in sustaining a competitive edge in the industry. Your performance will be assessed annually based on vital measures including efficiency in resolving customer problems, providing support to other internal units, completing customer installations with both timeliness and high-quality standards, and customer satisfaction survey results.
We invite all suitable candidates to apply for this dynamic role! We look forward to adding another valuable member to our team.