Consultant - Technical Support Engineer

we are looking for Tech- Support personal with Financial (domain) understand or work experience in Finance sector will be preferred

Since they are working from home or remote, they need to have Internet and UPS backup 

 

Job Overview:

·         We are seeking an experienced Accounting Application Tech-Support Ex / Specialist to join our team in India for operating in the US Eastern Standard Time zone.

·         The ideal candidate will have expertise in supporting accounting software applications on both MacOS and Windows operating systems.

·         Location Preference - Bengaluru

 

Responsibilities:

Application Support:

·  Provide expert-level support for accounting software applications on both MacOS and Windows platforms in a BPO / KPO / Tech Support environment - Voice Based

·  Troubleshoot and resolve user-reported issues promptly and efficiently.

1.    Identify bugs, installation and uninstallation of software and accounting

2.    Issues with the Mac or Windows system

3.    Familiar with system trouble shooting steps, finding windows or mac logs etc...

·  Create and update escalation logs / training documentation for both MacOS and Windows users.

·  Collaborate with cross-functional teams to resolve complex technical issues related to accounting applications.

·  Escalate issues to the development team when necessary and follow up on resolutions.

·  Maintain detailed documentation of support processes, troubleshooting steps, and user training material etc... in the case log or journal entry

·  Keep documentation up-to-date with changes in software and operating systems etc.. in the case log or journal entry

·  Should be able to understand and interact with the customers but also should be able to replicate the call summary within the first 10 minutes of the call to the clients.

·  He / She should have the ability to prob question to identify / narrow down the issue

 

Qualifications:

·         Bachelor's degree

·         Proven experience in providing support for accounting software applications with 2 to 3 years of experience.

·         Strong knowledge of MacOS and Windows operating systems.

·         Excellent troubleshooting and problem-solving skills.

·         Effective communication and interpersonal skills.

·         Familiarity with accounting principles and practices.

·         Previous experience in a customer-facing support role.

·         Candidate should demonstrate active listen skills, empathy with the customer, able to log the case in a detailed manner while understanding the customer and providing the resolution, multi-tasking capability.

·         Candidate should be able to clearly communicate without any MTI

 

 

Working Hours:

·         This position requires flexibility to work within the US Standard Time zone and US holidays