Job Description
The Technical Support Specialist will play a key role in providing exceptional customer and technical support for our SaaS solutions. This role is ideal for individuals with prior experience in technical support or coding, who can quickly adapt and learn. The ideal candidate is a fast learner, highly motivated, and passionate about technology. Strong English communication skills are essential, as this role involves direct customer interaction. IT or Computer Science graduates are preferred.
We primarily operate within the Microsoft ecosystem, utilising C# and Azure for our backend solutions, with Angular for the frontend UI. Our work revolves around procure-to-pay documents, such as invoices (accounts payable), and we leverage OCR technology for data extraction. An interest in this space is highly beneficial, and comprehensive training will be provided.
Job Title
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Technical Support Specialist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Bachelor’s degree in IT, Computer Science, or a related field (preferred).
- Minimum 1-3 years of experience in a technical support or software troubleshooting role.
- Experience with C#, Azure, and Angular is advantageous.
- Experience with SaaS applications, APIs, and system integrations is a plus.
- Basic knowledge of coding (JavaScript, Python, SQL, or other relevant languages) is a plus.
- Understanding of procure-to-pay processes and OCR technology is beneficial.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written English communication skills.
- Ability to learn quickly and adapt to a fast-paced environment.
- Strong customer service orientation and ability to work under pressure.
Job Responsibilities
- Provide Level 1 and Level 2 technical support to customers via email, chat, and phone.
- Diagnose and troubleshoot software, API, and system integration issues.
- Diagnose and resolve technical issues by systematically reviewing application logs, tracking errors, and using debugging techniques to identify the root cause of system or software failures.
- Work closely with development teams to report and verify issues, ensuring timely resolution and improved system stability.
- Assist customers with product setup, onboarding, and best practices.
- Document support tickets, resolutions, and customer interactions in the system.
- Collaborate with the engineering team to escalate complex technical issues.
- Conduct training sessions and create knowledge base articles to improve customer self-service.
- Maintain a deep understanding of the company’s SaaS solutions, particularly in Microsoft Azure, C#, and Angular.
- Support clients working with procure-to-pay documents (invoices/accounts payable) and OCR data extraction technology.
- Continuously improve processes to enhance customer experience.
- Represent the company professionally, adhering to ethical standards and business values.
- Undertake all such incidental tasks consistent with the role as is reasonably necessary for the proper performance of the responsibilities of the role.
- Promote the company in a professional, ethical context in line with the company’s mission and core values of creating value, sustainable and ethical behaviour.
- Adhere to the company’s corporate standards while vigorously pursuing the company’s business development and financial objectives.
- Ensure all duties and responsibilities are undertaken in the best interests of the company as a whole.
- Accurately record and manage time spent on tasks and customer interactions.
Good luck and God Bless!