Software Support Engineer | Can Start on January | Skilled in MS SQL

We currently have exciting opportunities for Software Support Engineers to join our expanding team at our offices in Cebu City, Philippines

Role Description

• A Frontline Support Engineer works as a technical resource within our Customer Support organization to resolve recurring systemic issues and perform root cause analysis.
• This role will work directly with clients and other team members to resolve incidents ranging from troubleshooting Server performance issues and analysing application.
• They will diagnose complex issues and relay information back to the client in an effective way; and will be able to work with Product and Engineering teams on hotfixes, sprints, and enhancements to the systems as requested by clients.

Responsibilities

• Triage support inquiries and Address and resolve incoming application questions and incidents from end users respond to incoming requests from customers through our support channels (ticketing system, email, phone).
• Reproduce customer issues by impersonating the client to diagnose the problem and resolve basic troubleshooting issues. Follow procedures to escalate to other teams if issue is determined to be a system bug.
• Ability to perform root-cause analysis on recurring system issues
• Record, track, and document the problem-solving process
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
• Remain current on changes and new features added through regular software updates & releases.
• Other responsibilities as assigned
• Consistently maintain excellent customer satisfaction ratings.
• Provide prompt and accurate feedback to requesters.
• Ensure the support SLA is met on all assigned Support tickets.
• Prioritize and manage several open issues at one time.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Troubleshooting skills with a high level of self-reliance to resolve complex technical problems
• Excellent oral and written communication skills with both technical and non-technical audiences
• Ability to work in a fast-paced team environment

Who we are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Join Our Mission for a Sustainable Future and Enjoy the Following Benefits:

• Health insurance that covers up to three dependents
• Shuttle service for convenient transportation
• Complimentary on-site food and coffee for your enjoyment
• Allowances
• Access to a comprehensive learning and development platform that provides on-the-job training on essential skills, with the ability to track your progress centrally
• 15 days of vacation leave and 15 days of sick leave for your well-being
• Joining a world leader in sustainability software services
• Hybrid work arrangement for a flexible work-life balance