Software Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide remote technical support via phone, email, and remote desktop to resolve incidents and issues reported by end-users, partners, and IT integrators across Canon's software solutions portfolio.

• Operate in accordance with established service levels while managing stakeholder commitments to deliver enterprise-level software/application support.

• Review incidents and correct any missing or incorrect information such as priority, entitlement, product, and issue type.

• Ensure that incidents are directed to the appropriate resolver groups.

• Manage and resolve incidents/problems related to software functionality, installation, configuration, and usage.

• Diagnose and troubleshoot software issues by analyzing log files, error messages, and user-reported problems.

• Document issues, create workarounds, and escalate more complex problems to Senior Software Support Specialists.

• Prioritize and manage assigned incidents based on customer entitlement, impact, and urgency to meet SLAs.

• Ensure that relevant stakeholders receive regular updates throughout the incident lifecycle.

• Act as the primary escalation point, taking ownership of tickets requiring advanced technical expertise, such as complex software/hardware fixes.

• Maximize remote incident resolution rates to minimize field-based costs.

• Manage customer-specific data and documentation to support business processes.

• Proactively enhance the quality of Professional Services provided to Canon’s internal and external customers by sharing best practices, engaging in development groups, and investing in personal growth.

• Collaborate with Tier 3 Developers or engineers for issues requiring highly technical fixes that involve code modifications and setup changes.

• Implement configuration changes and software repairs that exceed the scope of Tier 1 support.

⛳️ Requirements

• Bachelor’s degree in relevant fields such as Business or IT.

• Background in customer service with experience in a BPO setting.

• Proven experience in supporting and assisting customers and colleagues via phone, Skype, and email.

• High level of accuracy, exceptional attention to detail, and a strong work ethic.

• Excellent time management and prioritization abilities.

• Capability to work independently and adapt flexibly.

• Advanced Microsoft or IT qualifications (e.g., OS, SQL, Azure, Infrastructure).

• Outstanding customer skills in listening and interpreting information to quickly identify and resolve technical issues.

• Excellent verbal and written communication skills, particularly in adapting communication styles to ensure complex information is easily understood by non-technical audiences.

• Ability to work both independently and collaboratively within a team environment.

• Strong attention to detail and multitasking capabilities in a fast-paced environment.

• Highly customer-focused and delivery-oriented individual with excellent planning and organizational skills.

• Experience in software installation, configuration, and troubleshooting.

• Minimum of 3 years’ experience in a similar customer-facing role.

• Solid working knowledge of Microsoft Operating Systems, Active Directory, Network Infrastructures, DNS, DHCP, Firewalls, Azure, Cloud, SaaS, Hyper-V/VMWare, and RDP.

🏝️ Benefits

• Flexible working arrangements.

• Professional development opportunities.