Analyze software problems reported by customers and provide solutions if possible
Identify and reproducible software bugs and submit bug fix requests to our software development team
Provide email, live chat, phone and on-site support to customers
Deliver high quality service to maintain customer relationship
Perform remote sessions for troubleshooting and log collection
Minimum 5+ years' experience in Application Support for System Integrator / Software Vendor. With at least 3 years' experience in Tier-2 Support.
Degree or above in Software Engineering, Computer Science or Computer Engineering.
Strong analytical and problem solving skills with an attention to detail.
Willing to take a hands on approach in testing and learning our software products.
Knowledge on Internet and networking technologies, Microsoft Windows and business applications such as Microsoft Exchange Server, Microsoft SQL Server, MySQL, VMware and Hyper-V. As well as Cloud based storage and platforms such as Microsoft Azure, Amazon S3, Google Cloud Storage, Office 365 etc
Knowledge of Linux / Unix and Mac OS X is a plus.
Must be able to take night shifts to support global customers
Good command of both spoken and written English.
We offer 5-day work, competitive remuneration packages, discretionary bonus, group medical insurance scheme to the right candidate.
23/F, Tower 6789, 6789 Ayala Avenue, 1227 Makati City, Metro Manila, Philippines
Ahsay™ Systems Corporation Limited is the world's leading backup software vendor and is now a wholly owned subsidiary of Ahsay Backup Software Development Company Limited [HKEx Stock Code: 8290]. Our top of the class backup software, Ahsay™ Backup Software, is trusted by so many worldwide businesses. Managed service providers and value-added resellers from different corners of the world have partnered with us in delivering secure backup services to their business customers. We are now recruiting high calibre candidates to join us and drive the growth.
Mission Our mission statement is: "Backing up businesses, not just data". To achieve this, apart from continuous product improvements and addition of features most relevant to the market, we strongly believe that paying attention to partners' needs and market trends, offering professional and responsive support, as well as providing value-added expert services are also essential. The strength of Ahsay lies in our innovative ideas and superior technical expertise. These competitive edges will be further utilized to develop more business solutions which are cost-effective and revenue-generating to our partners. Looking ahead into the future, Ahsay is determined to offer more value-for-money online remote backup solutions to meet everyday needs. More business opportunities will be explored. More innovative products/services will be offered and finally more people and businesses will be benefited from using our software.
For details of our product, please go to the following link : http://www.ahsay.com.hk/en/home/index.jsp
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases