Software Support SME (Remote) - BUNCH | New Day Jobs (Yangon, Myanmar)

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BUNCH
Remote (Asia Time Zone Permitted)

Software Support SME (Remote)

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Software Support SME (Remote)

BUNCH
  • Remote (Asia Time Zone Permitted)
  • -
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
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Job Detail

Be part of BUNCH as a Software Support SME to join our client's Support team.

As an expert, you will play a pivotal role in helping our client build world-class customer experience by providing thoughtful and personalized support in each of your user interactions.

What makes you qualified?

  • Minimum 2 - 3 years of experience as a Sr. Software Support Specialist or equivalent role, communicating with international clients through several channels (phone, email, chat, etc.)
  • Outstanding verbal and written communication skills
  • Extensive experience in troubleshooting online software products (i.e. issue diagnosis via probing, testing different scenarios, impersonating users, etc.)
  • At least 6 months of experience leading and/or mentoring a team of Software Specialists
  • Ability to generate and analyze customer & internal reports and is familiar with online software Support
  • Excellent problem solving and analytical skills
  • Aptitude for learning new technologies quickly
  • Extremely detail oriented and highly organized
What will make you stand out?

  • Hands-on experience in handling complex information systems, specifically highly configurable and/or customizable systems
  • At least 1 year of experience working with Australian-based companies
  • Intermediate level experience with Jira Service Desk and Confluence
What does a typical day look like?

  • Lead and train a team of 4 Software Support Specialists to achieve customer objective
  • Connect daily with our main client point of contact (POC) in Australia to discuss issues and concerns
  • Conduct team management tasks such as regular team and individual meetings
  • Review and optimize team processes to drive efficiency and higher levels of customer satisfaction
  • Produce customer-facing and internal reports as required
  • Provide tier 1 software support by testing different scenarios and reproducing user issues
  • Own resolution of tickets at various stages of completion
What's in it for you?

  • 100% remote work
  • Work schedule: AUS business hours
  • Performance-based incentives

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