About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview

We are looking for technically skilled candidates with excellent interpersonal skills for the Senior Technical Support position. Technical Support Analyst II troubleshoot more complex technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties.

Moreover, Technical Support Analyst II talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication. This role is a senior role within the Technical Support team of the Company and requires extensive background and experience in problem-solving software related issues, including deep dive research into source code and logic. This role will serve as mentor to junior level Technical Support Analysts.

Primary Responsibilities:

● Troubleshooting technical issues
● Diagnosing and determining bugs
● Speaking to customers to quickly get to the root of their problem
● Providing timely and accurate customer feedback
● Following up with clients to ensure the problem is resolved
● Supporting the roll-out of new applications and support of roll-out projects
● Providing support in the form of procedural documentation
● Managing multiple cases at one time

Qualifications:

● 7+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms
● Knowledge of Relational Databases and Transact SQL is expected
● Experience with .NET Framework and its languages (C# and VB.NET) is required
● Experience working with ASP.NET WebForms is required
● Experience working with Active Server Pages (Classic ASP) is desirable
● Prior experience in tech support, desktop support, or a similar role
● The ability to take the initiative to find the root of the problem
● Attention to detail and good problem-solving skills
● Excellent interpersonal skills
● Degree in Computer Science
● Good written and verbal communication
● Strong English language skills required