Epicorsoftware · Kuala Lumpur, MalaysiaPrepare for this interview
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Duties & Responsibilities Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary. Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices. Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge. Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers. Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products. Addresses concerns brought up by other departments such as customer experience or sales Contributes and uses department's knowledge base articles and FAQ's. Knowledge, Skills & Abilities Ability to effectively communicate both verbally and in writing Customer experience skills Knowledge of specific system application fundamentals and business processes Strong problem solving and troubleshooting skills Experience in a support environment with high call volumes desired SaaS or e-Commerce experience Basic accounting knowledge is preferrable Basic programming skills; ability to understand programming logic
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