Job Description

:Our client is a leading Hong Kong-based funnel marketing agency with regional presence, serving a mix of local and global enterprises. Due to expansion, it is seeking like-minded individual to join the team as a Software Support Officer primarily responsible for its clients (end-users) as well as SAAS Software Support function.The Software Support Officer will be responsible for managing the back-end of our SAAS software and assisting end-users with their queries. This role requires minimal programming knowledge but a strong inclination towards resolving technical issues and providing excellent customer service. The ideal candidate will be technically adept and people-oriented, ensuring smooth operation and user satisfaction.Key Responsibilities:

• Back-End Management:

• Monitor and maintain the SAAS software to ensure optimal performance.
• Perform regular system updates and maintenance tasks.
• Troubleshoot and resolve technical issues related to the software.
• Collaborate with the development team to address any software bugs or enhancements.
• End-User Support:

• Provide prompt and efficient support to end-users via email, chat, and phone.
• Assist users with software navigation, troubleshooting, and resolving any issues they encounter.
• Create and update user guides, FAQs, and other support documentation.
• Conduct user training sessions as needed.

• Education & Experience:

• A degree in Information Technology, Computer Science, or a related field is preferred.
• Prior experience in IT support or a similar role is advantageous.
• Technical Skills:

• Basic understanding of programming and software development (no extensive coding required).
• Familiarity with SAAS platforms and their back-end management.
• Proficiency in using support ticketing systems and remote support tools.
• Soft Skills:

• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and a keen attention to detail.
• Ability to work independently and manage time effectively in a remote setting.
• A customer-centric approach with the ability to handle stressful situations calmly and efficiently.

Cultivar Asia