Software Support Representative
Sourcefit
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- Assist in resolving customer needs and answer client complaint calls
- Train support staff to load proprietary software packages such as Trojan Stand Alone, Trojan Managed Care, DrDirect, Express Collect, and Dentifi
- Train support staff to install or assist service personnel with software installation; retrain staff when necessary
- Act as a client liaison for vendor issues during troubleshooting
- Meet department production expectations for Days to Install (DTI)
- Recommend or perform minor remedial actions through troubleshooting
- Work with assigned offices to obtain data related to Dentifi Exception reports
- Assist clients with software updates and proactively remind clients to update
- Provide updates, status, and completion information through Help Desk tickets, voicemail, email, instant messaging, or in-person communication
- Complete follow-ups and update open memos until issues are resolved
- Replace defective or inadequate software packages
- Assist other employees with troubleshooting as needed
- Attain a high level of knowledge regarding troubleshooting, company information, and vendor processes
- Handle Dentifi-related issues for eligibility, dental benefits, plan matching, and linking
Requirements
- Bachelor’s degree from a four-year college or university, or a minimum of three (3) years of related experience, or an equivalent combination of education and experience
- CompTIA A+ Certification preferred
- Proven experience providing technical support for computer software and hardware
- Ability to troubleshoot, install, modify, and perform minor repairs on software installations
- Strong knowledge of Microsoft Office Suite
- Basic understanding of networking concepts
- Comfortable working with various Windows operating systems (server and client editions)
- Ability to read, analyze, and interpret technical procedures and documentation
- Strong written communication skills for reports, business correspondence, and procedural documentation
- Strong verbal communication skills with the ability to effectively explain technical concepts to clients, users, and internal stakeholders
- Demonstrated problem-solving and analytical skills, with the ability to work with limited information
- Customer-focused mindset with the ability to manage client concerns and complaints professionally
- Ability to work collaboratively with internal teams, vendors, and clients
- Willingness to adjust work schedules as needed to accommodate trainings
- Ability to manage job-related stress, accept feedback, and maintain professionalism under pressure
Benefits
- Work-from-home
- Monday–Friday, 7:00 AM – 4:00 PM PST *Following US holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingsoftware installationtechnical supportMicrosoft Office Suitenetworking conceptsWindows operating systemssoftware updatesdata analysisremedial actionsclient liaison
Soft Skills
written communicationverbal communicationproblem-solvinganalytical skillscustomer-focused mindsetcollaborationstress managementprofessionalismadaptabilitytraining
Certifications
Bachelor's degreeCompTIA A+ Certification