Engineer - Quality Assurance - Abu Dhabi, United Arab Emirates - Presight

Description

We are activelyseeking a solutions-oriented Software Support Specialist (Agent) tojoin our team You will be directlyresponsible providing functional customer support through variousmediums such as phone, email, and online chat. This role is a greatopportunity for anyone interested in joining a fast-paced cultureand growth within an organization.

EMPTrust HR is a leading provider of Human Capital Software on SaaSplatform and provides solutions for talent management, onboardingand related solutions and provides a flexible work environment withopportunities to grow your career. We support Fortune 500companies, Small and Large Enterprises, State and local agenciesand provide a dynamic, fun workenvironment.

Here's whatyou'll bedoing:

• Providetimely, professional, and accurate responses to customers whosubmit inquiries via phone, email, orchat
• Supportcustomers and end clients on answering questions, track issues orproblem reports into our IT help-desk tool and coordinate withtechnical and sales supportteams
• Enterall correspondence and necessary information for problem resolutioninto our help-desktools.
• Manageand set customer expectations on timely resolutions of openrequests.
• Serveas a customer advocate and interact with internal teams to solvecustomerissues
• Supportsetup of new client accounts and usersaccounts
• Collaborateand follow-up with the product team on cases that requireescalation
• Informcustomers of critical issues and systemupdates
  
  

Here'swhat you'llneed:

AnAssociates or Bachelor's degree preferred.Exceptional candidates withstrong educational credentials, web / computer knowledge and goodcommunications skills will be considered in lieu of experience. Abackground in Human Resources or study in HR will be considered anadvantage.

• Around1 year of experience serving in an external client-facing rolesupporting clients via phone or email.1-2 years of experienceusing, supporting, or troubleshooting web-based applications ispreferred.
• 1-2years of experience working in a corporate environment supporting aproduct or software as a service (SaaS)solution
• Experiencewith being managed to traditional customer support KPI'ssuch as response time, resolution time, and customersatisfaction.
• Excellentwritten and verbal communicationskills
• Detail-orientedand organized with the ability to prioritize tasks in a deadlinesensitiveenvironment
• Strongtechnical, analytical and troubleshootingskills
• Musthave a technical inclination and a basic understanding ofcomputers, internet browsers such as Chrome, Firefox or MS Edge andusing software on a daily basis.
• Interestin cloud technology, SaaS and HumanResources
• Apassion for delivering exceptionalservice
• Abilityto thrive in a teamenvironment
• Creativeproblem-solving capabilities, ownership of issues, and excellentorganization andfollow-up

Proficiencyin MS Excel, Word, Email Outlook isrequired

Training: Training will beprovided on company's SaaS software and related help desktools and components for selectedcandidates.

Candidates who are selected will berequired to complete a background check and drug screening and mustbe qualified work in the United States without a visa sponsorship.EMP Trust HR uses E-Verify for workforce eligibility checks withthe Department of Homeland securitysystem.

Education: Bachelor's(Preferred)

Work Location: Gaithersburg,MD

We provide flexible working arrangements andwork hours for employees who have to deal with unexpected familyemergencies.