Technical Software Support

QNE; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

QNE in Kuala Lumpur is seeking a dedicated Software Support Executive to troubleshoot accounting software issues via phone, email, and chat, while delivering training to help clients maximize product value.

You will collaborate with internal teams to diagnose root causes, document solutions, and contribute to a knowledge base, all while ensuring outstanding customer experiences and ongoing learning about AI-powered accounting solutions.

Qualifications

• Strong understanding of accounting principles and familiarity with accounting software concepts.
• Excellent communication and interpersonal skills, with the ability to simplify technical concepts.
• Patient, empathetic, customer-oriented attitude in handling client concerns.
• Proficient with computers and various software applications.
• Self-motivated and able to work independently while managing multiple support requests.
• Willingness to continuously learn and stay updated on software technology.

Responsibilities

• Troubleshoot and resolve customer issues related to accounting software via phone, email, and chat.
• Analyze and diagnose root causes of technical problems, providing clear and actionable solutions.
• Communicate effectively with customers of varying technical expertise to ensure understanding of solutions.
• Conduct training sessions to educate customers on software functionalities and features.
• Stay up-to-date with product knowledge through training and self-learning.
• Document technical issues, resolutions, and best practices for knowledge base improvement.
• Collaborate with the development team to report and follow up on software bugs and enhancement requests.
• Maintain high standards of customer service to ensure positive client experiences.

Skills

Accounting principles

Accounting software concepts

Communication skills

Interpersonal skills

Customer-oriented attitude

Technical proficiency

Self-motivation

Independent work

Continuous learning

Job description

We are seeking a customer-focused Software Support Executive to join our support team. The successful candidate will be responsible for troubleshooting technical issues, delivering training, and ensuring excellent customer experiences while working closely with internal teams to enhance product performance.

Key Responsibilities

• Troubleshoot and resolve customer issues related to accounting software via phone, email, and chat
• Analyze and diagnose root causes of technical problems, providing clear and actionable solutions
• Communicate effectively with customers of varying technical expertise to ensure understanding of solutions
• Conduct training sessions to educate customers on software functionalities and features
• Stay up-to-date with product knowledge through training and self-learning
• Document technical issues, resolutions, and best practices for knowledge base improvement
• Collaborate with the development team to report and follow up on software bugs and enhancement requests
• Maintain high standards of customer service to ensure positive client experiences

Qualifications

• Strong understanding of accounting principles and familiarity with accounting software concepts
• Excellent communication and interpersonal skills, with the ability to simplify technical concepts
• Patience, empathy, and a customer-oriented attitude in managing client concerns
• Proficiency in using computers and various software applications
• Self-motivated and able to work independently while managing multiple support requests
• Willingness to continuously learn and stay updated on software technology

Why Join Us?

• Opportunity to support and train clients using leading AI-powered accounting solutions
• Continuous learning and career development with training provided
• Collaborative and supportive work environment