Software Support Specialist

About Us

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

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solvingour 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 beempowered to focus on your career progression and turn your goals into reality as an integral part of thegroup’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.
• Primary Escalation point taking ownership in handling tickets which requires in-depth technical expertise such as more complex problems; software/hardware fixes
• 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.
• Collaboration with Tier 3 Developers or engineers if issue requires highly technical fix that needs code modifications and set-up changes.
• Apply configuration changes and software repairs which is beyond the scope of Tier 1 handling.

Qualifications

• 4-year College Degree courses (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 prioritisation skills
• Ability to work independently and flexible
• Advanced Microsoft or IT qualification (e.g. OS, SQL, Azure, Infrastructure)
• Excellent customer skills in listening and interpreting information to understand customers technical issues, to aid in quick identification and resolution to issues.
• Excellent verbal and written communications, in particular ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience
• Ability to work independently and collaboratively in a team environment
• Strong attention to detail and ability to multitask in a fast-paced environment
• Highly customer-focused and delivery-oriented individual with excellent planning and organisational skills
• Experience in software installation, configuration, and troubleshooting.
• Minimum of 3 years’ 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

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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 towork, and we will focus on making sure that together, we make a strong contribution to the broader communityin 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 thenature of your employment with Canon Group and the country where you work. All applicants must be eligibleto 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