Software Support Consultant

Drive Innovation Forward by Turbocharging Support for CuttingEdge Automotive Software Solutions

They say a wellmaintained vehicle can last a lifetime and the same goes for software in the automotive industry. As a Senior Software Support Consultant you are the expert mechanic for our clients digital engines ensuring that their systems operate flawlessly and are always ready for the road ahead. Your role involves more than just solving technical issues; it s about providing proactive support offering insightful guidance and helping clients get the most out of our software solutions. You ll be the one they turn to when they need to finetune their operations or overcome complex challenges. By ensuring that our software performs at its best you play a vital part in keeping our clients businesses on the fast track to success.

Putting the Pedal to the Metal: Key Duties That Power Growth

FAD CustomerCentric Culture:

• Inspire team members to cultivate a culture of customer centricity and continuous improvement.
  
• Ensure the Customer Support team understands memorizes and embodies the importance and benefits of a customercentric culture.
  
• Drive the ongoing development of a FAD customercentric culture to influence the broader customer experience team and foster greater cohesion.
  
• Analyze the companys NPS results and identify opportunities to improve NPS and increase the number of promoters for the business.
  

Technical Support:

• Provide technical support to clients via phone and email assisting with softwarerelated inquiries issues and troubleshooting.
  
• Diagnose and resolve softwarerelated problems escalating complex issues to the appropriate teams and tracking them to resolution.
  
• Offer training and guidance to clients on effectively using software products ensuring they optimize their operations.
  
• Collaborate with development and product teams to convey client feedback and assist in improving software products.
  
• Continuously monitor client satisfaction and proactively address any concerns to ensure a positive customer experience.
  
• Participate in quality assurance testing of new software releases and updates to ensure a smooth rollout.
  

SLA and Workload Management:

• Ensure all SLAs are met or exceeded for allocated work.
  
• Provide proactive support to fellow Customer Support team members to ensure all team SLAs are met or exceeded.
  
• Utilize provided tools to analyze incoming work and identify opportunities for product system training or other improvements to increase customer satisfaction and reduce customer support requirements.
  
• Provide support on projects as needed.
  

Process and Product Analysis:

• Identify trends and opportunities for continuous process and product improvements.
  
• Focus on demonstrating value reducing incidents managing risk and achieving efficiency gains.
  
• Gather customer feedback to help initiate internal changes where needed.
  
• Monitor and analyze key metrics and reports to ensure productivity and customer satisfaction service levels are met.
  
• Support the Product team with customer engagement activities.
  
• Attend relevant Agile ceremonies within product lanes.
  

Risk Management:

• Ensure strong process controls are in place and maintain compliance.
  

Reporting and Administration:

• Document and maintain all processes and procedures related to the role.
  

Stakeholder Management and Communication:

• Provide excellent customer service to both internal and external stakeholders addressing queries and requests effectively.
  

Requirements

The Right Fit: Are You Tuned Up for This HighPerformance Role

Essential:

• Experience in a similar role within a medium to large organization or significant equivalent experience in a related industry.
  
• Exemplary written and verbal communication skills.
  
• Strong decisionmaking skills.
  
• Ability to study analyze and interpret complex activities and information to improve practices or develop new approaches.
  
• Intermediate proficiency in Microsoft Word Excel and PowerPoint.
  
• Strong problemsolving and troubleshooting skills.
  
• Ability to work effectively both independently and as part of a team.
  
• Proven experience in technical support or a similar role particularly in software support.
  
• Proficiency in using remote support tools and ticketing systems such as Zendesk.
  

Desirable:

• Degree in Computer Science Information Technology or a related field (preferred but not essential) or equivalent work experience.
  
• Exposure to working in the automotive industry.
  

Benefits

Full Tank of Perks: How We Keep You Running at Your Best

• Day 1 HMO coverage
  
• Dayshift schedule
  
• Prime office locations with free unlimited access to the gym (Ortigas and Makati)
  
• Great work culture with a diverse and supportive environment
  
• Career growth opportunities
  
• Direct exposure to international clients and cuttingedge technologies
  
• Standard government and Emapta benefits
  
• Fun employee engagement activities
  

Why Join Cox Automotive

Our client Cox Automotive is a leader in driving digital transformation across the automotive industry. They provide innovative solutions that enhance the profitability and performance of their partners throughout the vehicle lifecycle. By joining their team you ll be part of a company that values innovation collaboration and customer satisfaction.

Cox Automotive offers a dynamic and supportive work environment where your contributions make a real impact. With access to cuttingedge technologies and direct exposure to international clients you ll be empowered to grow and develop your career in exciting new ways.

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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