Technical Support Engineer

ABOUT US

BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve.

HEADLINE

Are you a highly motivated, customer-focused, and experienced Technical Support Engineer? If so, we have an exciting opportunity for you to join our valued client, a groundbreaking company in the software industry from Amsterdam, The Netherlands, committed to transforming how software is created. Their projects span across enterprise, government, and various industrial sectors.

What's in it for you?

• Be part of a collaborative and forward-thinking team.
• Above market rate salary and compensation with generous benefits.
• Being part of an international team of smart and passionate colleagues.

This is a full-time role, 2 days off per week (rest day), on shifting schedule (day-shift and mid-shift)

This is an office-based position in central Cebu City.

The expected start date is May 2024.

ABOUT THE ROLE

You will be joining the professional services team. This team is responsible for enabling our partners and customers to use our platform to the fullest. Everyone in the professional team is first a consultant and an expert in using our platform. In addition, every consultant has a focus area in one of the following topics:

• Consultancy
• Presales
• Enablement (Training, certification, documentation, etc.)
• Customer success
• Support

As a Technical Support Engineer, you will be primarily responsible for providing exceptional technical assistance and troubleshooting guidance to our customers, ensuring a seamless experience with our no-code software platform. Some almost exclusively work on topics related to their focus area and some work on multiple focus areas.

You will be helping customers directly at times. In other situations, you will be responsible for ensuring all necessary information in the ticket so our developers can analyze and fix it. You will serve as a filter and a liaison between the customers and the developers. This role requires a strong understanding of software applications, excellent communication skills, and a passion for helping customers succeed.

It is expected that the support tasks will not fill your week. Therefore, you can expect to work on a myriad of other tasks. Some examples would be building and maintaining internal applications, creating demo applications, research applications, creating video's, writing documentation and much more.

RESPONSIBILTIES

• Provide timely and effective technical support to customers via phone, email, chat, and remote assistance channels.
• Troubleshoot and resolve technical issues related to the installation, configuration, and usage of our no-code software platform.
• Diagnose and escalate complex technical issues to the appropriate internal teams for further investigation and resolution.
• Guide customers through step-by-step instructions and best practices to optimize their use of our software platform.
• Document and track customer interactions, technical issues, and resolutions in our support ticketing system.
• Collaborate closely with cross-functional teams, including product development, quality assurance, and customer success, to identify and address recurring technical issues and improve the overall customer experience.
• Contribute to the development of knowledge base articles, FAQs, and other self-service resources to empower customers to resolve common technical issues independently.
• Stay informed about product updates, new features, and industry trends to effectively support customers and provide relevant guidance and recommendations
• Bachelor's degree in Computer Science, Information Technology, Business information management or related field (or equivalent work experience).
• Proven experience in a technical support or customer service role, preferably in the software or technology industry.
• Knowledge and/or experience in basic coding is preferred.
  • Front end programming (HTML, JavaScript, CSS)
  • SQL databases and queries
  • Integrations (REST, SOAP, oData, SAML, oAuth)
• Strong technical aptitude and ability to quickly learn and understand complex software applications.
• Experience in developing webapplications and related topics (technical logs, stacktraces, disconnected traffic browser server, session, SSL, url, query parameters, SinglePageApplication)
• Excellent problem-solving skills and attention to detail, with a systematic approach to troubleshooting technical issues.
• Outstanding communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users.
• Customer-focused mindset with a passion for delivering exceptional service and support.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Experience with no-code or low-code software platforms is a plus, but not required.

WHY YOU SHOULD JOIN US

BSA Solutions, Inc. emphasizes in:

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
• Encourages you to appreciate each moment and find balance in your lives, being fully present in the moment, cultivating mindfulness, and finding joy in the present.
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.