Technical Support Engineer

1 week ago


Pasig, Philippines Revtra Pro Inc. Full time

"● Provide first-level technical support via phone, email, and chat to customers and internal teams. ● Troubleshoot and diagnose hardware and software issues, providing timely resolutions. ● Document all support interactions in the ticketing system, ensuring accurate records of issues and resolutions. ● Collaborate with engineering and product teams to escalate and resolve complex technical problems. ● Develop and maintain technical documentation, FAQs, and knowledge base articles for both customers and support staff. ● Train and guide customers on product features and best practices.● Monitor and analyze support metrics to identify trends and improve service quality. ● Stay updated on product updates, new features, and industry trends to enhance support capabilities. ● Perform all their tasks in line with their organization’s/clients’ policies, procedures, and best practices; and ● Interact regularly with their team members, clients, sales teams, and engineering teams. Qualifications:"● At least 2 years of experience in a technical support role, specifically with network infrastructure; ● Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience; ● Customer-oriented mindset with a focus on delivering high-quality support; ● Strong understanding of network systems, protocols, and troubleshooting techniques; ● Excellent communication skills, both verbal and written; ● Strong problem-solving abilities and attention to detail; ● Ability to work independently and as part of a team; ● Ability to multitask and meet timelines on deliverables; and ● Detail-oriented, Analytical, and has problem-solving skills.



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