Technical Support Specialist

Customer Support Analyst

Company: Outstaffer.com

Role Setup:

With tools provided by the company

HMO

Complete mandated benefits

Remote allowance

Above market pay rate

Location: Remote (Work from Home)

Client: Australian Client

Job Type: Full-time, Permanent

Shift Schedule: PH time Dayshift (6am-3pm) after some time will be moved to (9AM-6PM)

Reports To:

• Direct: Support Team Lead
• Indirect: Customer Support Manager

Main Responsibilities & Performance Measures:

1. Customer Support Excellence

• Respond promptly to customer inquiries, assisting them to resolve their issues within agreed SLAs.
• Understand customer business processes to accurately assess and address reported issues.
• Troubleshoot and resolve system-related issues independently.
• Communicate regularly with customers to keep them informed of ticket progress.
• Provide system training to end-users as required.
• Maintain clear, accurate documentation of tickets and resolutions.

Performance Metrics:

• 95% ticket response rate within SLA times.
• Customer satisfaction score of 95% or higher.
• Timely resolution within company benchmarks.

2. Troubleshooting & Problem Solving

• Learn and master different system modules, aiming for expertise in one area per year.
• Investigate and resolve system issues reported by customers, conducting root cause analysis when necessary.
• Use diagnostic tools and logs to solve problems and identify areas for improvement.

Performance Metrics:

• Resolution rate exceeds 90%.
• Timely identification and escalation of recurring issues.
• Positive feedback from technical teams on diagnostics and escalations.

3. Process Improvement & Knowledge Sharing

• Suggest updates to the knowledge base and support documentation.
• Participate in team meetings to share insights and solutions.
• Collaborate with the development team to improve software usability.
• Automate repetitive tasks with process tools, including SQL statements.

Performance Metrics:

• At least 3 documented contributions to the knowledge base monthly.
• 100% participation in team meetings and training sessions.

4. Team Collaboration & Support

• Answer support lines within 3 rings, and actively participate in team discussions and swarm activities.
• Support team growth by assisting in the onboarding and upskilling of new members.
• Contribute to non-ticket functions, including webinars and security tasks.
• Participate in scheduled leave rotations and after-hours support when needed.

Performance Metrics:

• 95% support line response time within the 3-ring target.
• Positive feedback on team collaboration and onboarding support.
• Fulfillment of rostered responsibilities, including after-hours support.

5. Business Success Contribution

• Prioritize billable tasks, ensuring efficient time and resource management.
• Participate in quarterly team-building activities and surveys.
• Adhere to company policies, including timekeeping, confidentiality, and security.

Performance Metrics:

• 70-80% of logged hours allocated to billable work.

6. ISO 27001 & Information Security Compliance

• Adhere to and promote the company's ISO 27001 information security policies.
• Report and escalate security incidents following ISO 27001 protocols.
• Ensure confidentiality and security of sensitive information at all times.
• Regularly review and update knowledge of information security policies.

Performance Metrics:

• Zero security breaches in individual tasks.
• Completion of mandatory training with a score of 90% or higher.
• No missed escalations or security incidents.

Day to Day Tasks:

• Provide Technical Support: Respond to customer queries related to the ERP system via ticket, email, and phone, ensuring timely resolution of issues.
• Troubleshoot Issues: Diagnose problems by understanding processes, analyzing data, replicating issues, and, at times, coordinating with other teams to ensure resolution within agreed SLAs.
• Issue Tracking & Documentation: Log customer interactions and technical issues in the ticketing system, ensuring proper documentation of incidents and resolutions, as well as accurate maintenance of timesheets.
• Collaboration: Work within Support swarms and escalate/collaborate with cross-functional teams (development, testing, consulting, CRM) and 3rd-party integration partners to resolve complex issues.

Addons Undertaken by the Team:

• Upgrades: Work with customers to organize and deploy version upgrades of their test and live systems.
• Security Compliance: Participate in security-related tasks aligned with ISO27001 certification, ensuring our systems and customer data remain secure.
• Testing: Participate in system testing to validate fixes and updates before deployment to customers.
• Continuous Improvement: Provide feedback on recurring customer issues and help improve internal support processes or system updates to prevent future problems.

Qualifications:

Essential:

• Experience: 1-3 years of experience in customer support, ideally for an ERP system or other complex software platforms.
• Technical Knowledge: Familiarity with ERP systems, databases, and technical troubleshooting.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Ability to work independently and collaboratively to analyze and resolve technical problems.
• Customer-Focused: Demonstrated ability to maintain professionalism, patience, and a positive attitude while handling challenging customer issues.
• Time Management: Ability to prioritize and manage multiple support tickets efficiently.
• Education: Bachelor's degree in Information Technology or a related field, or equivalent work experience.

Preferred Skills:

• Experience with time-sheeting and ticketing systems.
• Knowledge of SQL.
• Basic understanding of accounting, finance, or supply chain management.
• Familiarity with ERP solutions and supporting customers in SaaS environments.

Top Skills:

1. Strong problem-solving skills
2. Knowledgeable in SQL – at least intermediate level
3. Excellent verbal and written communication skills
4. Knowledgeable in basic accounting
5. Experience with working on ERP, POS (or similar complex systems like SAP, Oracle, Netsuite, etc.)
6. Level 2-3 experience in customer/tech support (an average ticket takes 2 hours to resolve)

Customer Support Analyst

Company: Outstaffer.com

Role Setup:

With tools provided by the company

HMO

Complete mandated benefits

Remote allowance

Above market pay rate

Location: Remote (Work from Home)

Client: Australian Client

Job Type: Full-time, Permanent

Shift Schedule: PH time Dayshift (6am-3pm) after some time will be moved to (9AM-6PM)

Reports To:

• Direct: Support Team Lead
• Indirect: Customer Support Manager

Main Responsibilities & Performance Measures:

1. Customer Support Excellence

• Respond promptly to customer inquiries, assisting them to resolve their issues within agreed SLAs.
• Understand customer business processes to accurately assess and address reported issues.
• Troubleshoot and resolve system-related issues independently.
• Communicate regularly with customers to keep them informed of ticket progress.
• Provide system training to end-users as required.
• Maintain clear, accurate documentation of tickets and resolutions.

Performance Metrics:

• 95% ticket response rate within SLA times.
• Customer satisfaction score of 95% or higher.
• Timely resolution within company benchmarks.

2. Troubleshooting & Problem Solving

• Learn and master different system modules, aiming for expertise in one area per year.
• Investigate and resolve system issues reported by customers, conducting root cause analysis when necessary.
• Use diagnostic tools and logs to solve problems and identify areas for improvement.

Performance Metrics:

• Resolution rate exceeds 90%.
• Timely identification and escalation of recurring issues.
• Positive feedback from technical teams on diagnostics and escalations.

3. Process Improvement & Knowledge Sharing

• Suggest updates to the knowledge base and support documentation.
• Participate in team meetings to share insights and solutions.
• Collaborate with the development team to improve software usability.
• Automate repetitive tasks with process tools, including SQL statements.

Performance Metrics:

• At least 3 documented contributions to the knowledge base monthly.
• 100% participation in team meetings and training sessions.

4. Team Collaboration & Support

• Answer support lines within 3 rings, and actively participate in team discussions and swarm activities.
• Support team growth by assisting in the onboarding and upskilling of new members.
• Contribute to non-ticket functions, including webinars and security tasks.
• Participate in scheduled leave rotations and after-hours support when needed.

Performance Metrics:

• 95% support line response time within the 3-ring target.
• Positive feedback on team collaboration and onboarding support.
• Fulfillment of rostered responsibilities, including after-hours support.

5. Business Success Contribution

• Prioritize billable tasks, ensuring efficient time and resource management.
• Participate in quarterly team-building activities and surveys.
• Adhere to company policies, including timekeeping, confidentiality, and security.

Performance Metrics:

• 70-80% of logged hours allocated to billable work.

6. ISO 27001 & Information Security Compliance

• Adhere to and promote the company's ISO 27001 information security policies.
• Report and escalate security incidents following ISO 27001 protocols.
• Ensure confidentiality and security of sensitive information at all times.
• Regularly review and update knowledge of information security policies.

Performance Metrics:

• Zero security breaches in individual tasks.
• Completion of mandatory training with a score of 90% or higher.
• No missed escalations or security incidents.

Day to Day Tasks:

• Provide Technical Support: Respond to customer queries related to the ERP system via ticket, email, and phone, ensuring timely resolution of issues.
• Troubleshoot Issues: Diagnose problems by understanding processes, analyzing data, replicating issues, and, at times, coordinating with other teams to ensure resolution within agreed SLAs.
• Issue Tracking & Documentation: Log customer interactions and technical issues in the ticketing system, ensuring proper documentation of incidents and resolutions, as well as accurate maintenance of timesheets.
• Collaboration: Work within Support swarms and escalate/collaborate with cross-functional teams (development, testing, consulting, CRM) and 3rd-party integration partners to resolve complex issues.

Addons Undertaken by the Team:

• Upgrades: Work with customers to organize and deploy version upgrades of their test and live systems.
• Security Compliance: Participate in security-related tasks aligned with ISO27001 certification, ensuring our systems and customer data remain secure.
• Testing: Participate in system testing to validate fixes and updates before deployment to customers.
• Continuous Improvement: Provide feedback on recurring customer issues and help improve internal support processes or system updates to prevent future problems.

Qualifications:

Essential:

• Experience: 1-3 years of experience in customer support, ideally for an ERP system or other complex software platforms.
• Technical Knowledge: Familiarity with ERP systems, databases, and technical troubleshooting.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Ability to work independently and collaboratively to analyze and resolve technical problems.
• Customer-Focused: Demonstrated ability to maintain professionalism, patience, and a positive attitude while handling challenging customer issues.
• Time Management: Ability to prioritize and manage multiple support tickets efficiently.
• Education: Bachelor's degree in Information Technology or a related field, or equivalent work experience.

Preferred Skills:

• Experience with time-sheeting and ticketing systems.
• Knowledge of SQL.
• Basic understanding of accounting, finance, or supply chain management.
• Familiarity with ERP solutions and supporting customers in SaaS environments.

Top Skills:

1. Strong problem-solving skills
2. Knowledgeable in SQL – at least intermediate level
3. Excellent verbal and written communication skills
4. Knowledgeable in basic accounting
5. Experience with working on ERP, POS (or similar complex systems like SAP, Oracle, Netsuite, etc.)
6. Level 2-3 experience in customer/tech support (an average ticket takes 2 hours to resolve)