Technical Support Engineer

2 days ago

Manila, National Capital Region, Philippines Collabera Technologies Private Limited Inc. Full time

The Technical Support Engineer is responsible for providing high-quality technical support to customers, ensuring an exceptional customer experience through expertise, empathy, and effective communication. This role involves problem identification, troubleshooting, and resolving complex technical issues, adhering to Broadcom's standards and processes.

Key Responsibilities:

• Customer Interaction: Engage with customers through calls and digital communication to understand and address their technical issues, maintaining a customer-centric approach.

• Problem Solving: Follow the structured troubleshooting methodology, which includes problem identification, knowledge search, cause determination, solution identification, solution provision, and closure.

• Case Management: Efficiently manage customer cases from initiation to resolution, ensuring clear documentation and communication.

• Knowledge Sharing: Contribute to the knowledge base by documenting solutions and sharing insights with peers to enhance the collective expertise.

• Continuous Learning: Commit to ongoing learning and development to maintain and grow technical expertise, product knowledge, and support skills.

• Collaboration: Work closely with team members and other departments, including Sustaining Engineering, to resolve customer issues effectively.

Required Skills and Experience:

• Technical Expertise: Proven experience in technical support, IT, or a related field, with a strong understanding of software, hardware, and networking principles.

• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.

• Communication: Strong verbal and written communication skills, with the ability to convey complex information clearly and empathetically to non-technical stakeholders.

• Customer Focus: A customer-first mindset committed to delivering high-quality support and ensuring customer satisfaction.

• Teamwork: Ability to collaborate effectively with team members and other departments to achieve common goals.

• Adaptability: Flexibility to handle varying workloads and pressures, with the capacity to adapt to changing priorities and customer needs.

Education:

• A bachelor's degree in Computer Science, Information Technology, related field, or equivalent practical experience.

Preferred Qualifications:

• Experience with Broadcom products and services.

• Certifications in relevant technologies (e.g., Cisco, Microsoft, Linux).

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