VXSoft

VXSoft
Support Center Specialist

Job Description
The Support Center Specialist will provide technical support, training and guidance to different user groups of e-gov systems developed by the Company.
Responsibilities
- Receive, prioritize and respond to incoming telephone, email and in-person requests for assistance from systems users in a timely and accurate way;
- Evaluate and resolve users' issues in-person and remotely; correct routine issues, if needed contact appropriate resources for additional assistance;
- Identify user needs and help them in using specific systems' features;
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users);
- Follow up with users to ensure their technical issues are resolved;
- Assist in training process of the product customers.
Required qualification
- Excellent user-level computer skills (MS Windows, Office family products);
- Experience in providing technical customer service as a Customer Support Specialist or in a similar CS role, and training users with varying levels of technical expertise;
- Solid troubleshooting, verbal and written communication skills;
- Familiarity with public administration is a plus;
- Experience using help desk, task management software (preferably Jira) and remote support tools (Teamviewer, AnyDesk);
- Time management and multi-tasking abilities;
- Patience when handling tough cases.
Salary
Competitive, depending on qualifications

Interested candidates are welcome to send their CV to: [email protected] indicating the position title ("Support Center Specialist") in the subject line of the email; or deliver the hard copy to VXSoft office at: 24D Baghramyan Ave., 3rd floor (Campus of the National Academy of Sciences, building of Scientific Library) on weekdays from 10:00 to 17:00. No phone queries are proposed for applicants. Only shortlisted candidates will be contacted for an interview.

Dear Applicants

Please send your CVs to [email protected].

Thanks.

JOB DESCRIPTION: Head of Support Center will manage a group of 10 technical and call center support staff. Manage and coordinate training and guidance to different user groups of more than five e-gov systems developed by the company. The number of users is more than 15,000. All systems and users are located in Armenian or CIS countries.

JOB RESPONSIBILITIES:
• Coordinates and manages team of support specialists for receiving, prioritization and responses to incoming telephone, email and in-person requests for assistance from systems users in a timely and accurate way,
• Evaluates and resolves collected users’ issues in-person and remotely; corrects routine issues, if needed contacts appropriate resources for additional assistance,
• Identify user training and support needs and helps them in using specific systems features,
• Report product malfunctions and bugs to relevant QA staff,
• Follow up with users to ensure their technical issues are resolved Assist in training process of our product customers,
• Develop annual support and system modernization strategy with beneficiary Government and private organizations and follow the plan in accordance with ISO 9001 requirements.

REQUIRED QUALIFICATIONS:
• University degree in IT or relevant fields,
• Excellent communication skills in Armenian, English and Russian will be an asset,
• Excellent user-level computer skills (MS Windows, Office family products)
• Experience in managing call center and customer support teams for more than 3 years,
• Experience using help desk, task management software (JIRA preferable) and remote support tools (Teamviewer, AnyDesk etc),
• Ability to work on multiple tasks at the same time.

Call Center Specialist will provide technical support, training and guidance to different user groups of e-gov systems developed by the company. Receives, prioritizes and responds to incoming telephone, email and in-person requests for assistance from systems users in a timely and accurate way. Evaluates and resolves users issues in-person and remotely; corrects routine issues, if needed contacts appropriate resources for additional assistance.