Software Support Coordinator

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

To provide remote-based technical support (phone/email/remote desktop) to resolve incidents and problems logged by end-user customers, partners, and IT integrators across Canon's software solutions portfolio. Working in accordance with defined service levels and managing stakeholder commitments to provide enterprise level software/application support. 

Essential Duties

• Review incident and mark-up missing/incorrect data such as priority, entitlement, product, issue type. Ensure incidents are aligned to correct resolver groups. 

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

• Diagnose and resolve software problems by analysing log files, error messages, and user-reported issues. Document issues, create workarounds, and escalate complex issues to Senior Software Support Specialists. 

• Manage and prioritise assigned incidents by customer entitlement, impact, and urgency to achieve SLAs. 

• Responsible for ensuring that relevant stakeholders are communicated to with regular updates during the lifecycle of the incident. 

• Maximise remote incident resolution levels, reducing field-based costs. 

• Management of customer specific data and documentation to support business processes. 

• Proactively develop and enhance the quality of Professional Services provided to Canon’s internal and external customers through the sharing of best practice, development groups, and investing in personal development. 

Qualifications

• Bachelor's Degree (e.g. Business, IT or same kind) 

• Customer Service background and with BPO experience 

• Experience in supporting and assisting customers and colleagues via phone, Skype and email 

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

• Excellent time management and prioritization skills 

• Ability to work independently and flexible

• Experience in software installation, configuration, and troubleshooting. 

• Minimum of 1 year experience working in a similar customer facing role 

• A good working knowledge of Microsoft Operating systems, Active Directory, Network infrastructures, DNS, DHCP, Firewalls, Azure, Cloud, SaaS, Hyper-V/VMWare, RDP

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps