Technical Support Specialist

2 months ago

Metro Manila, Philippines ICXEED PHILIPPINES INC. Full time

Join a dynamic team that supports state-of-the-art technology. This is a unique opportunity to be part of a vibrant, high-performing team working on cutting-edge solutions for industries like mining, infrastructure, and asset management. If you’re passionate about technology and enjoy solving challenges in a customer-focused role, this position is perfect for you.

Key Responsibilities:

Provide Exceptional Technical Support: Deliver timely and accurate technical support to clients, ensuring that all customer issues are resolved to the highest level of satisfaction. Handle queries related to both hardware and software, including troubleshooting and diagnostics for complex problems.Incident Management: Efficiently manage and resolve customer incidents, escalating issues to engineering or product teams when necessary. Maintain a clear line of communication with customers throughout the resolution process to ensure transparency and customer satisfaction.Hardware Returns and Replacements: Oversee the process of hardware returns, ensuring that customers are informed and supported at every step. Manage the coordination of equipment loans and hardware replacements, ensuring minimal disruption to customers' operations.Documentation: Develop, maintain, and update comprehensive internal and external technical documentation. Ensure that customer-facing knowledge bases and FAQs are clear, detailed, and easy to follow, enhancing the self-service experience for clients.Collaborate with Cross-Functional Teams: Work closely with sales, engineering, and product teams to provide insights gathered from customer feedback. Contribute to product development and enhancement by communicating common issues, requests, and suggestions from clients.Administrative Tasks: Accurately log all support activities, including incident reports, troubleshooting steps, and resolutions, in the company’s CRM system (e.g., HubSpot, Jira, Zendesk). Ensure all interactions are well-documented for future reference and analysis.Customer Relationship Building: Develop strong, lasting relationships with customers, ensuring they feel supported and valued. Foster customer retention and growth by providing proactive support and personalized service, and identifying opportunities to further engage with products or services.Product Knowledge: Stay up to date with the latest developments in the company's technology stack, including new product features, updates, and releases. Be prepared to assist customers with the onboarding of new products and provide guidance on best practices.

Qualifications and Skills

Customer Service Excellence: Demonstrated ability to provide outstanding customer service in a technical support environment, with a focus on problem-solving, empathy, and proactive communication.Technical Expertise: Strong understanding of hardware and software troubleshooting methodologies, with a demonstrated ability to diagnose and resolve complex issues. Experience working with drone technology, LiDAR, or automation solutions is highly desirable.Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users in a clear and concise manner.CRM Proficiency: Familiarity with CRM platforms such as HubSpot, Jira, or Zendesk is essential. Experience with ticketing systems and support workflows is preferred.Analytical Mindset: Ability to analyze issues from multiple angles, troubleshoot efficiently, and identify the root cause of problems. A keen eye for detail and a methodical approach to problem-solving is key.Time Management: Ability to handle multiple tasks simultaneously, prioritize workload effectively, and work within tight deadlines. Flexibility to accommodate different time zones, including early mornings or late evenings to support AMER and EMEA regions.Team Collaboration: Proven ability to collaborate with cross-functional teams, including engineering, product, and sales, to enhance the overall customer experience.Adaptability: Comfortable working in a fast-paced, dynamic environment that values continuous improvement and innovation.Interest in Technology: A passion for emerging technologies such as drones, LiDAR, or autonomous systems is highly beneficial.

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