Job Summary:
The Software Support Specialist plays a critical role in ensuring the quality and functionality of our products and services. This position involves providing support to both internal and external stakeholders, troubleshooting issues, and contributing to continuous improvement processes.
Key Responsibilities:
Issue Resolution: Respond to inquiries and issues from end-users, customers, and internal teams related to software and systems functionality. Troubleshoot problems and provide timely and effective solutions.
Quality Assurance Testing: Conduct thorough testing of software applications, websites, or systems to identify and document defects, inconsistencies, or inaccuracies. Collaborate with developers to resolve issues and ensure high-quality end products.
Documentation: Maintain detailed records of reported issues, troubleshooting steps, and solutions provided. Create clear and concise documentation for standard operating procedures and issue resolution guides.
Communication: Communicate with end-users and stakeholders in a professional and user-friendly manner, providing clear and empathetic responses to inquiries and concerns.
Continuous Improvement: Identify opportunities for process improvements and provide feedback to relevant teams. Participate in the development and execution of test plans and test cases to ensure product quality.
Reporting: Generate regular reports on issue trends, resolutions, and system performance to assist in decision-making and improvement efforts.
Collaboration: Collaborate with cross-functional teams, including software developers, product managers, and customer support, to ensure that QA standards are met and maintained.
Training: Assist in developing training materials and provide training to end-users and colleagues on new features, functions, and issue-resolution techniques.
Education and Minimum Skill Requirements:
- Bachelor’s degree in a related field or equivalent work experience.
- Proficiency with MS Office and Google Applications or other tools/software as needed.
- Excellent Written and Verbal English Communication Skills.
- Knowledge of automated testing tools.
- Familiarity with programming languages and scripting.
- Experience with Agile or Scrum methodologies.
- Certification in quality assurance or related fields.
Preferred Qualifications:
- Bachelor’s degree in Business Administration or a related field or equivalent work experience.
- Experience working with international clients and managing remote teams.
- Familiarity with CRM software (e.g., Salesforce) and project management tools.
What we have to offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting Possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market-competitive total compensation/rewards package including:
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th-month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
