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Technical Support Engineer

1 month ago

Manila, National Capital Region, Philippines Vault Outsourcing OPC Full time

Seeking a Support Specialist to join our team, providing top-notch technical assistance and ensuring customer satisfaction.

We're a dynamic force in offshoring excellence, offering a new and exciting career path with exceptional benefits. Our people are our greatest asset, and we foster a family atmosphere that encourages excellence. We believe in valuing our employees' careers and providing exciting opportunities for growth.

As a Support Specialist, you'll be responsible for:

  • Screening support issues effectively, ensuring relevance and alignment with the tech team's scope.
  • Performing initial investigations to gather necessary information and understand the root cause of issues.
  • Triage tickets to prioritise and categorise issues based on severity and impact, ensuring timely resolution.
  • Ensuring that all support tickets are well described, contain sufficient information, and are valid.
  • Interacting with customers and internal teams to gather information and provide updates on ticket status.
  • Documenting issues and solutions clearly and comprehensively to aid in future reference and knowledge sharing.
  • Delivering high-quality support with a customer-centric approach, ensuring customer satisfaction.
  • Collaborating effectively with cross-functional teams to escalate issues when necessary and ensure comprehensive solutions.
  • Identifying areas for process improvement within the support workflow and contributing to their implementation.

Requirements:

  • Familiarity with relevant technical tools, platforms, and ticketing systems: JIRA, Confluence, AWS, Postman, MySQL.
  • Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
  • Excellent communication skills to interact with customers and internal teams effectively.
  • Ability to document issues and solutions clearly for future reference and knowledge sharing.
  • A customer-centric approach focused on delivering high-quality support and ensuring customer satisfaction.
  • Effective collaboration skills to work with cross-functional teams and escalate issues as needed.
  • A mindset of continuous improvement to enhance the support workflow and processes.