Sourcefit

Job Overview:

The Software Support Specialist will be responsible for providing support to users of the Knit system. This role involves guiding users through software-related issues, configuring accounts, and supporting the system’s functionality. The specialist will collaborate with the IT, HR, and other internal teams to ensure smooth operation and support of the system. This is a hands-on role, requiring someone with a strong background in software support or SaaS (Software as a Service) support, and the ability to troubleshoot and resolve issues effectively.

Job Details:

  • Work from home
  • Monday to Friday | 3 PM to 12 AM
  • *Following Philippine Holidays

Key Responsibilities:

  1. Provide Software Support:
    • Offer dedicated support to users of the Knit system, addressing software-related issues, queries, and configurations.
    • Guide clients through account setup and configurations, ensuring seamless user experiences.
    • Act as a point of contact for users experiencing technical difficulties and resolve issues promptly.
  2. Incident Management:
    • Serve as the first point of contact for resolving technical issues related to the Knit system, ensuring proper ticket management and escalation when necessary.
    • Coordinate between IT and HR teams to delineate responsibilities and ensure timely resolution of issues.
    • Handle both technical and non-technical queries efficiently, providing a clear solution or escalating when needed.
  3. User Training and Documentation:
    • Create and maintain templates, guides, and FAQs to assist users in troubleshooting common issues.
    • Support the development of user training programs to ensure all employees can navigate the Knit system efficiently.
    • Assist in the enhancement of the system’s chatbot by providing feedback on recurring user issues and commonly asked questions.
  4. System Maintenance and Improvement:
    • Collaborate with the development team to identify and implement system improvements.
    • Test new system functionalities, such as chatbots and FAQ updates, to ensure they are working as intended and improving user experience.
  5. Cross-functional Collaboration:
    • Work closely with the IT and HR teams to address cross-functional queries that span across both departments.
    • Ensure there is clear communication between teams regarding responsibility for handling specific issues, whether technical or HR-related.
  6. Escalation Management:
    • Identify issues that cannot be resolved at Level 1 and escalate them to appropriate higher-level support teams.
    • Work with stakeholders to ensure resolution within agreed service levels.

Qualifications:

  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • 2+ years of experience in software support or SaaS support roles.
  • Basic knowledge of system configuration and account setup.
  • Strong problem-solving skills and ability to troubleshoot software issues independently.
  • Strong interpersonal skills and ability to collaborate across departments.
  • Experience in training users and creating support documentation.
  • Excellent communication skills, both written and verbal.
  • Ability to manage multiple tasks and work under pressure in a fast-paced environment.

Nice to have:

  • Experience working with software ticketing systems.
  • Familiarity with chatbots and automation tools for support.
  • Familiarity with HR and IT systems.

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