QUALIFICATIONS

• Ideally with academic degree in MIS, computer science, or other technical courses, economics, or finance courses
  • With proficiency in SQL and basic networking systems preferred
  • Strong customer focus and ability to manage and exceed clients’ expectations for support
  • Superior troubleshooting, analysis, and resolution skills
• Excellent interpersonal skills and ability to work well within a team environment
• Proven aptitude to learn complex technical and theoretical information quickly
• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities
• Excellent written and verbal communication skills in English, with a strong attention to detail
• Ability to understand and convey client business requirements to senior level resources for escalation
• Working knowledge of MS Office and system architecture and environments

RESPONSIBILITIES

• Provide primary support to clients by addressing inquiries over the phone, email, and web
• Document all case issues, progress, and resolutions
• Validate and escalate product issues and enhancement requests
• Participate in all internal training sessions
• Create and update knowledge base documents, case studies, internal documentation
• Collaborate with clients, team members, implementation consultants, and resources to accomplish various tasks
• Troubleshoot to identify and interpret client needs and determine appropriate actions
• Motivate and manage client expectations during issue resolution