Software Support Specialist (Permanent WFH - Pioneer Account)

SUMMARY

The Software Support Specialist I is responsible for providing support for Accruent’s EnterpriseSoftware Solutions and is a point of escalation for support issues. Responsibilities include working withinternal and external customers to troubleshoot, document, identify root cause, and resolve technicalproblems.The ideal candidate will be highly motivated and have a passion for software, customers, and problemsolving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoyhelping others be successful, Accruent may be a fit for you.

RESPONSIBILITIES

• Maintain a working knowledge of Accruent-supported products and technologies.
  Work to analyze and resolve escalated Support issues.
• Act as functional resource for Software Support Teams
• Interact with customers, partners, field teams, and software developers to provide application
  advice and assistance and define requirements.
• Prioritize, research, troubleshoot, and resolve application and technical issues. As needed,
  identify workarounds and communicate to customers.
• Troubleshoot and analyze databases, application servers and new technologies.
• Participate in root-cause analyses, communicate options for resolution and provide
  recommendations to customer-facing technical problems.
• Contribute to documentation of industry best practices.
• Ensure the Support team is proactive in pursuit of new solutions and efficiencies within
  applications.
• Work with all levels of Support to document resolutions and continually drive first call/first
  touch resolution.
• Identify, document, confirm product defects.
• May be asked to train and mentor other Support members
• May be involved in deployment or training opportunities internally and with customers.
• Duties and technical issues may sometimes require extended work hours, including weekends
  and holidays.
• Consistently demonstrates Accruent’s values: Customer Obsessed, Strategic, Courageous,
• Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead
  with FBS.
• Completes other duties as assigned by Accruent management.

KNOWLEDGE, SKILLS & ABILITIES

• Excellent written and oral communication skills to a variety of audiences at different levels and
  with different backgrounds.
• Works well in a team environment, as well as independently.
• Strong troubleshooting and problem solving skills.
• Familiarity with industry best practices.
• Ability to multi-task and prioritize multiple projects/clients simultaneously.
• Highly organized and detail-oriented; strong organizational skills.
• Strong interpersonal and leadership skills.
• Enjoys and excels at problem solving and assisting others.
• Ability to make sound decisions based on customer needs and product knowledge.
• Self-motivated and able to work under pressure to deliver high-quality solutions.
• Ability to anticipate potential problems, determine and implement solutions.
• Ability to express and understand complex software and application concepts.
• Ability to diplomatically deal with angry/irate customers.

QUALIFICATIONS

• Prior experience in a software support role or role that required troubleshooting.
• Experience with the various portions of an enterprise software solution’s technical stack and the
  technology products used in them, such as:
  • Database (ORACLE or MSSQL, PLSQL, DML/DDL, backup/restore, complex queries and
    mass updates) – Oracle preferred
  • App Server and Scripting (JAVA, WebLogic, Oracle Forms, JavaScript, XML, HTML, VB or
    .NET) – Java preferred
  • Networking and Authentication (Network topology, firewall, troubleshoot connections,
    performance, SSO and SSL)
  • Server OS (Windows server, performance, resource monitoring, event viewer,
    maintenance and security)
  • Cloud and Virtualization (Azure, VMWare and Citrix)
  • Web Server (IIS, Apache/Tomcat)

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.