Technical Support Specialist

Summary

Join Auditdata's Customer Care Unit in the Philippines and provide excellent service and support to our diverse customer base, including trained users, end-users, and partners. You will be the primary point of contact, addressing inquiries, troubleshooting issues, and ensuring timely resolutions. Responsibilities include handling hardware service requests, participating in product testing, assisting with system configuration, documenting customer feedback, and collaborating with other departments. You will maintain detailed records, identify and resolve software/hardware problems, and contribute to enhancing product quality and service delivery. This role requires strong technical skills, excellent communication, and a customer-centric approach. The position offers a secure, long-term engagement with opportunities for professional development and remote work.

Requirements

• 3+ years experience in a customer service, technical support or similar roles
• Experience with 2nd/3rd line support as well as systems and processes with support
• Proficiency in supporting software solutions (e.g. Saas/CRM/CMS/ERP) to effectively troubleshoot and address customer queries and issues
• Familiarity with Software as a Service (SaaS) concepts, including understanding cloud-based solutions and their application
• Hardware troubleshooting background, with the ability to diagnose and resolve hardware-related issues efficiently
• Fluent English both written and spoken

Responsibilities

• 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 products
• Addressing customer hardware service requests in line with Auditdata procedures
• Participating in testing new product releases as part of bug testing
• Assist 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 properly
• Identify and replicate software or hardware problems, collaborating closely with development and DevOps teams when additional assistance is required

Preferred Qualifications

• Knowledge about Audiometry (hearing aid fitting process) as well as clinical management process
• Experience working with embedded systems or medical/audiology equipment is a plus
• Strong customer orientation , willingness to assist and solve customer issues
• Proven ability to quickly learn and understand complex technical topics
• Strong coordination and communication skills
• Strong ability to analyse technical data, isolate root causes, and implement structured solutions

Benefits

• Long-term, secure engagement in the stable product development company
• High business standards environment
• Great company values and ethics
• Flexibility and flat management structure
• Learning opportunities and professional development (incl. related certifications, paid trainings & courses)
• Remote work model