Job Scope for System Support Assistant
System Support Assistant for accounting systems is essential for delivering excellent customer service, addressing initial technical inquiries, and setting the foundation for positive customer relationships.
Handling Pre-Sales Technical Support:
Assist potential customers by providing technical information about products or services, answering their initial inquiries, and helping them understand the features and benefits of the offerings.
Conduct System Demos:
Demonstrate the organization's products or services to potential customers, highlighting their functionalities and capabilities. This involves showcasing how the system works and addressing any preliminary questions.
Post Sales System Implementation and Deliveries:
Assist in the implementation and deployment of systems after a sale has been made. Ensure that the products or services are set up correctly and functioning as expected for the customer.
Provide First-Level Support Assistance to Customers:
Serve as the initial point of contact for customers who have technical questions, issues, or concerns.
Record Customer Usage Questions and Technical Issues in Logs
Direct Unresolved Issues to Next Level of Support:
If a technical issue is beyond the scope of Level 2 support or requires more in-depth technical knowledge, escalate the issue to higher-level support personnel or specialized teams, ensuring that the customer's concern is properly addressed.
Customer Communication:
Maintain effective and professional communication with customers. Keep them informed about the status of their inquiries, provide updates on issue resolution progress, and ensure a positive customer experience.
Collaboration:
Work closely with other teams within the organization, such as Level 3 support, to collaborate on issue resolution and ensure seamless customer support.
Documentation:
Document all interactions, solutions, and troubleshooting steps taken with customers. This documentation helps create a knowledge base that can be used for future reference and training purposes.
Feedback Loop:
Provide feedback to the product development and engineering teams based on common customer issues, suggestions, or improvements that could enhance the product or service.
Continuous Learning:
Stay updated on product updates, new features, and industry trends to provide accurate and up-to-date information to customers.
5-Day Work Week:
A standard 5-day work week, Monday through Friday, with regular office hours. However, the specific working hours may vary depending on the organization's policies and requirements.
Requirements
- Strong communication skills
- Able to work independently
- Cooperative and supportive team member
- Friendly, positive and solution-oriented disposition
Qualifications and Experience
- "O" level or equivalent
- Minimum 1 year of working experience preferred
- Customer Service experience preferred
- Knowledge and experience with Accounting software would be an advantage
- Immediate availability preferred
Are you interested in being part of the OCi Team? Please email to [email protected]
