Software Support Engineer

**Must have Excellent Communication Skills**

**Willing to work in Night Shifts**

Position Summary:

As a Software Support Associate, you play a crucial role in providing accurate and timely support to our clients. Upon completing training successfully, you will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients' requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention.

Responsibilities:

• Upon successful completion of training, demonstrate competency in supporting internal and external software components to achieve positive outcomes.
• Handle inbound software support requests via multiple means (portal, email, telephone and chat).
• TIER 1 and 2 Support.
• Send outbound communications to clients regarding file or communication failures.
• Accurately record customers' issue(s) and actions taken (internal & external) using ticketing software.
• Achieve all departmental KPIs and individual performance goals.
• Alert management of trends based on ticket patterns and client feedback.
• Participate in on-call support rotation for after-hours coverage.
• Create internal engineering tickets if needed as part of the issue resolution process following review with more senior team members.

Requirements:

• 1-2 years of computer/technical/call center customer service experience.
• Excellent communication (written and verbal English), interpersonal and problem-solving skills.
• Ability to organize work and multi-task.
• Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail.
• Experience with Windows computing environment, MS Office.
• Effective collaborator with proven process improvement skills.
• Prior experience with Ticketing and CRM software
• Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols