Application Support / Tech Support

Company Overview

Company details are not specified.

Job Summary

We are seeking an Application Support / Tech Support personnel with strong L1 & L2 troubleshooting skills for both Windows and Mac operating systems. The ideal candidate will possess excellent English communication abilities and have experience in providing voice support. Experience or understanding of the financial domain and familiarity with accounting software applications is essential for this role.

Responsibilities

• Provide expert-level support for accounting software applications on MacOS and Windows platforms in a BPO/KPO/Tech Support environment.
• Troubleshoot and resolve user-reported issues promptly and efficiently.
• Identify and address bugs, manage the installation and uninstallation of software, and resolve accounting issues related to the Mac or Windows systems.
• Utilize system troubleshooting steps to find Windows or Mac logs as necessary.
• Create and update escalation logs and training documentation for both MacOS and Windows users.
• Collaborate with cross-functional teams to resolve complex technical issues related to accounting applications.
• Escalate issues to the development team when necessary and follow up on resolutions.

Qualifications

• Proven experience in supporting accounting software applications.
• Strong L1 & L2 troubleshooting skills for Windows and Mac.
• Excellent English communication skills.
• Familiarity with system troubleshooting and log identification processes.
• Preferred: Graduation in Commerce or relevant experience.

Preferred Skills

• Understanding or experience in the Finance sector.
• Previous experience providing voice support in a technical capacity.

Experience

• Relevant experience in technical support for accounting applications or similar roles.

Environment

• Remote/Hybrid work setting.
• Working hours: US EST hours from 6:30 PM to 3:30 AM.

Salary

Salary details are not specified.

Growth Opportunities

Career advancement opportunities within the company are not specified.

Benefits

Details regarding offered benefits are not provided.