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IP Telephony Technical Support Engineer

2 months ago

Manila, National Capital Region, Philippines KMC Solutions Full time
Technical Support Specialist

Join our team as a Technical Support Specialist and play a key role in delivering exceptional customer experiences. As a member of our support team, you will be responsible for providing top-notch technical assistance to our customers, collaborating with our engineering team to resolve complex issues, and contributing to the growth and development of our product.

Responsibilities:
  • Provide technical support to customers via email, chat, and phone, ensuring timely and effective resolution of their queries.
  • Guide customers through the setup process, ensuring a seamless onboarding experience.
  • Collaborate with our engineering team to troubleshoot and resolve complex technical issues.
  • Identify, document, and follow up on product bugs and features, working closely with our engineering team to ensure timely resolution.
  • Update our knowledge base and troubleshooting documentation to ensure accurate and up-to-date information for internal and customer use.
  • Act as a liaison between engineering, customer success, and sales teams to address technical issues affecting our customers.
Requirements:
  • Fluent English language skills.
  • Excellent written and verbal communication skills.
  • Previous experience in a client-facing technical role for a product business.
  • Strong problem-solving, decision-making, and critical-thinking skills.
  • Professional, courteous, and committed to providing exceptional customer support.
  • Open-minded, positive, and keen to learn.
  • Great attitude and team player.
  • Willingness to work flexible hours.
  • Keen to mentor and help train junior team members.
Nice to Have:
  • Fluent level in other languages (preferably German, French, Dutch, or Spanish).
  • Degree in a technical subject.
  • Knowledge of IP Telephony.
  • Experience diagnosing QoS issues.
  • Experience with call center technology such as IVRs.
  • Experience with Salesforce as an admin or developer.