Technical Support Specialist

Location: PhilippinesAbout the role:You will join Customer Care Unit in Auditdata responsible for ensuring great service and support for our customers daily and covering several product lines. Customer Care is the first point of interaction with our customers (Trained user, End user and partners), and functions as a nexus between customers and the rest of our organization. What you will do:Respond to customer inquiries in a timely and professional manner according to SLA, provide accurate information about products/services, effectively address customer cases and troubleshoot incoming issues, showcasing expertise across our range of productsAddressing customer hardware service requests in line with Auditdata proceduresParticipating in testing new product releases as part of bug testingAssist customers in configuring and operating our systems, providing fundamental guidance and instructions on system usage to customers and partners.Document and share customer feedback and input regarding product functionality and service provided to enhance overall product quality and service delivery.Collaborate with other departments to ensure swift resolution of customer concerns.Maintain detailed and accurate records of customer interactions and transactions via Helpdesk/CRM. Ensure that customer is updated properlyIdentify and replicate software or hardware problems, collaborating closely with development and DevOps teams when additional assistance is requiredKey Skills and Qualifications:3+ years experience in a customer service, technical support or similar rolesExperience with 2nd/3rd line support as well as systems and processes with supportProficiency in supporting software solutions (e.g. Saas/CRM/CMS/ERP) to effectively troubleshoot and address customer queries and issuesFamiliarity with Software as a Service (SaaS) concepts, including understanding cloud-based solutions and their applicationHardware troubleshooting background, with the ability to diagnose and resolve hardware-related issues efficientlyFluent English both written and spokenWill be a plus:Knowledge about Audiometry (hearing aid fitting process) as well as clinical management processExperience working with embedded systems or medical/audiology equipment is a plusKey traits:Strong customer orientation, willingness to assist and solve customer issuesProven ability to quickly learn and understand complex technical topicsStrong coordination and communication skillsStrong ability to analyse technical data, isolate root causes, and implement structured solutions.What’s in it for you:Long-term, secure engagement in the stable product development companyHigh business standards environmentGreat company values and ethicsFlexibility and flat management structureLearning opportunities and professional development (incl. related certifications, paid trainings & courses)Remote work modelFeels like it’s a perfect match to you?We look forward to your application! (please apply your English CV)Auditdada is an equal opportunity employer that is committed to create diverse work environment free of discrimination and harassment. We make recruiting decisions based on your experience and skills.

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