Software Support Specialist
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Job Description
Providing remote technical support for Canon's software solutions portfolio through phone, email, and remote desktop. Managing software incidents and collaborating with stakeholders to achieve service levels.
Responsibilities:
- To provide remote-based technical support (phone/email/remote desktop) to resolve incidents and problems logged by end-user customers, partners, and IT integrators across Canon's software solutions portfolio.
- Working in accordance with defined service levels and managing stakeholder commitments to provide enterprise level software/application support.
- Review incident and mark-up missing/incorrect data such as priority, entitlement, product, issue type.
- Ensure incidents are aligned to correct resolver groups.
- Manage and resolve incidents / problems related to software functionality, installation, configuration, and usage.
- Diagnose and resolve software problems by analysing log files, error messages, and user-reported issues.
- Document issues, create workarounds, and escalate complex issues to Senior Software Support Specialists.
- Manage and prioritise assigned incidents by customer entitlement, impact, and urgency to achieve SLAs.
- Responsible for ensuring that relevant stakeholders are communicated to with regular updates during the lifecycle of the incident.
- Primary Escalation point taking ownership in handling tickets which requires in-depth technical expertise such as more complex problems; software/hardware fixes.
- Maximise remote incident resolution levels, reducing field-based costs.
- Management of customer specific data and documentation to support business processes.
- Proactively develop and enhance the quality of Professional Services provided to Canon’s internal and external customers through the sharing of best practice, development groups, and investing in personal development.
- Collaboration with Tier 3 Developers or engineers if issue requires highly technical fix that needs code modifications and set-up changes.
- Apply configuration changes and software repairs which is beyond the scope of Tier 1 handling.
Requirements:
- 4-year College Degree courses (e.g. Business, IT or same kind)
- Customer Service background and with BPO experience
- Experience in supporting and assisting customers and colleagues via phone, Skype and email
- High level of accuracy, superior attention to detail and a strong work ethic
- Excellent time management and prioritisation skills
- Ability to work independently and flexible
- Advanced Microsoft or IT qualification (e.g. OS, SQL, Azure, Infrastructure)
- Excellent customer skills in listening and interpreting information to understand customers technical issues, to aid in quick identification and resolution to issues.
- Excellent verbal and written communications, in particular ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience
- Ability to work independently and collaboratively in a team environment
- Strong attention to detail and ability to multitask in a fast-paced environment
- Highly customer-focused and delivery-oriented individual with excellent planning and organisational skills
- Experience in software installation, configuration, and troubleshooting.
- Minimum of 3 years’ experience working in a similar customer facing role
- A good working knowledge of Microsoft Operating systems, Active Directory, Network infrastructures, DNS, DHCP, Firewalls, Azure, Cloud, SaaS, Hyper-V/VMWare, RDP
Benefits:
- Flexible working arrangements
- Professional development opportunities
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