Technical Application Specialist - ERP

Job Summary 

The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary. 

Duties & Responsibilities 

• Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary. 

• Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices. 

• Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge. 

• Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers. 

• Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products. 

• Addresses concerns brought up by other departments such as customer experience or sales 

• Assists in mentoring other team members. 

• Contributes and uses department's knowledge base articles and FAQ's 

Knowledge, Skills & Abilities 

• Ability to effectively communicate both verbally and in writing English and in Chinese (both Cantonese & Mandarin) 

• Customer experience skills 

• Knowledge of specific system application fundamentals and business processes 

• Strong problem solving and troubleshooting skills 

• Experience in a support environment with high call volumes desired 

• SaaS or e-Commerce experience 

Qualification 

• 3+ years applicable experience and demonstrated success/knowledge. 

• Industry knowledge/experience. 

Extras 

• Knowledge of Microsoft SQL, ERP applications or analytical tools is a plus 

• Knowledge of financial, manufacturing, retail or distribution business processes 

• Database administration, installation and configuration experience 

• Business travel may be required 

• Ability to work all available shifts - possibility of supporting weekends (by schedule) and public holidays (rotation basis)