Technical Support Officer

The Technical Support Officer will be a pivotal member of our Support & Maintenance team, responsible for providing exceptional technical support to our clients. This role involves troubleshooting technical issues, ensuring timely resolutions, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a customer-focused approach.

Responsibilities

Client Support:

• Serve as the first responder to clients’ inquiries, questions, and concerns.

• Provide prompt and effective technical support via phone, email, and chat.

• Guide clients through a series of actions to resolve technical issues.

• Maintain positive relationships with clients, ensuring a top-tier support experience.

Troubleshooting and Problem Resolution:

• Diagnose and troubleshoot software-related issues by asking targeted questions.

• Analyze and validate issues and reports.

• Collaborate with Subject Matter Experts to resolve complex issues.

• Escalate unresolved issues to appropriate internal teams (e.g., software developers).

• Utilize internal databases and external resources to provide accurate tech solutions.

• Track issues through to resolution within agreed time limits.

Maintenance and Updates:

• Perform regular software maintenance and updates to ensure optimal performance.

• Assist in the deployment of new software releases and updates.

• Monitor system performance and implement proactive measures to prevent issues.

Testing:

• Conduct thorough testing of software updates and new releases to ensure quality and functionality.

• Work with development teams to identify and resolve bugs or issues discovered during testing.

• Validate fixes and improvements before they are deployed to the client environment.

Documentation and Reporting:

• Maintain detailed records of client interactions and technical issues.

• Ensure all issues are properly logged and documented.

• Prepare accurate and timely reports on support activities and client feedback.

• Document technical knowledge in the form of notes and manuals.

Client Training and Education:

• Conduct training sessions for clients on software usage and best practices.

• Create and update user guides and instructional materials.

Continuous Improvement:

• Stay updated with the latest industry trends and technologies.

• Participate in regular training and professional development activities.

• Provide feedback to improve internal processes and enhance the client support experience.

Follow-up:

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

• Provide prompt and accurate feedback to customers.

Prioritization and Management:

• Prioritize and manage multiple open issues at one time.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Proven experience in a technical support role, preferably in a software development environment.

• Experience with customer service and handling incidents.

• Strong understanding of software development processes and methodologies.

• Proficiency in troubleshooting and resolving technical issues.

• Excellent communication and coordination skills.

• Strong analytical and planning skills.

• Familiarity with Issue Tracking and Incident Management tools (JIRA, GDrive Suite)

• Ability to work independently and as part of a team.

• Strong organizational skills and attention to detail.

• Customer-focused with a commitment to providing high-quality support.

Company background

White Cloak is a software development company that creates custom digital solutions to empower businesses. Established in 2014, White Cloak has been an innovation partner of major corporations, leveraging technology to take its client’s business to the next level. Get a chance to work with the vibrant innovative team behind groundbreaking apps such as Unionbank Online and Ayala Malls Zing.

Learn more about us at whitecloak.com