The Support responsibilities include but is not limited to the following;
The role is "customer-facing" support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls. Collaboration with customers and internal partners to deliver an excellent customer experience from license provisioning to technical support.
Provide timely customer support, manage end-to-end license operations and delivery, maintain accurate records, help onboard new clients, resolve license-related issues, analyze request and incident trends, and coordinate across departments.
QUALIFICATIONS/REQUIREMENTS:
Bachelor's degree in Computer Science, Information Technology or Computer Engineering.
Minimum of 3+ years of relevant experience in either technical, application, product support or license delivery in a customer facing role.
A very good understanding of Software Development Life Cyle and Software Testing Life Cyle concepts. In addition, knowledge of licensing technologies and delivery model is an advantage.
Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge. Must be detail oriented and has a structured approach in problem solving.
Excellent verbal and written communication skills, with a strong ability to engage effectively with customers and business partners. Proven experience in applying ITIL best practices, particularly in technical support and license request fulfillment, is highly desirable.
Tricentis has expanded rapidly since its founding in 2007. Headquartered in the heart of Austin, Texas, Tricentis has office locations throughout the world. We are looking for people who are dynamic, passionate, and versatile - from entry-level to seasoned pro.
Now, we are expanding our footprint here in Manila, Philippines! Join the market leader in continuous testing and quality engineering.
JOB SUMMARY:
As a Technical Support Specialist, you will be responsible for the analysis, processing, troubleshooting, technical recommendation and resolution of technical inquiries, cases and requests from our customers who uses our products namely Tosca, QTest/Vera and Neoload. The role also requires a good understanding of license provisioning and delivery model of a Software-As-A-Service product and will be responsible for creation, administration, and distribution of software licenses, as well as handling related customer communication.
Tricentis · Philippines