We are looking for technically skilled candidates with excellent analytic and diagnostic skills for a Product Support Specialist vacancy. In this role, you’ll get to develop a thorough knowledge of Logisoft software solutions, and how it works. You’ll be in direct contact with our clients who are growing their businesses within Logisoft. So, you’ll walk them through the implementation process, onboard and train customers, and guide them through the best practices. This role serves as the main escalation point for all issues and bugs that are found and identified to ensure timely responses and resolutions of customers facing inquiries. Not only that, but also you’ll take their requests, improvement and feature suggestions into consideration, and communicate them to the team. You will need to provide accurate solutions, expert advice and fully functional support to our customers, so that they’re effectively and efficiently using the system. This role requires cross-functional collaboration with our departments.
In a nutshell, you’ll be responsible for assisting our customers when they run into an issue, whether it’s a bug or a technical error, suggest a new feature or module, and answer questions related to installation and configuration. You’ll have to ensure that our customers utilize the most of our system, and have the best user experience.
So, if you are a natural helper who enjoys assisting clients with software issues and is able to simply explain technical details, we’d like to meet you.
Responsibilities:
- Address, analyze and assist in inquiries related to Logisoft’s software & system
- Resolve queries through the support ticketing system
- Assist customers in solving issues related to malfunctioning feature or module
- Aid customers in solving technical issues, installation problems, login errors, bug-related problems and other technical difficulties
- Readily available and prepared to answer questions related to installing and configuring the system
- Monitor customer feedback and reviews and reach out to provide assistance
- Assist new customers in setting up the system, onboarding and training
- Compose personalized responses to a variety of customer requests
- Talk clients through a series of actions, either via phone, email or chat, until the issue is solved
- Provide prompt and accurate feedback to customers
- Triage incoming requests and spot trends in customer issues to flag for the rest of the team
- Properly escalate unresolved issues and bugs to appropriate internal teams (e.g. software developers)
- Document technical knowledge in the form of notes and manuals
- Research and identify solutions to software and hardware issues that might affect our software
- Responsible for supporting and testing the roll-out of new patches and updates
- Ask customers targeted questions to quickly understand the root cause of the problem
- Track Logisoft application issues through to resolution, within agreed time limits
- Refer to internal documentation or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure Logisoft application is fully functional after troubleshooting
- Prepare accurate and timely reports
Requirements
- Proven work experience as a Product Support Specialist, Technical Support Specialist, Helpdesk Specialist or any other similar role
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications (Anydesk or TeamViewer) and help desk software
- Ability to listen and reformulate
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Great attention to details and excellent diagnostic skills
- Ability to analyze and summarize
- Excellent English communication skills (oral and written)
- A friendly and professional demeanor
- Familiarity with our industry is a plus 👍