Tier 1Technical Support Engineer

3 days ago

Cebu City, Philippines CallTek Full time

Tier 1 Technical Support Engineer

Job Description

Staff4Me is seeking a motivated and friendly Tier 1 Technical Support Engineer to join our growing support team. In this role, you will serve as the initial contact for customers seeking assistance with our products and services.

Your primary responsibilities include:

  1. Checking emails - We respond to emails within 20 minutes.
  2. Setting up follow-ups for the day - Follow-up calls as advised by Tier 2.
  3. Taking inbound calls - Handling frontline customer calls.
  4. Checking 3cx voicemails (5 min) - Ensuring voicemails do not exceed 5 minutes.
  5. Opening TTs - For all calls except ghost and wrong number calls.
  6. Updating ticket times - Logging time against tickets.
  7. Tagging resources - Manually tagging Derek Moore for pending quotes.
  8. Escalating to Tier 2 - When issues cannot be resolved at Tier 1, for clarification or further guidance.
  9. Keeping calls within 6 min 30 sec - Aiming for efficient call handling.
  10. First call resolution - Resolving customer concerns during the first contact by isolating issues, gathering details, verifying in tools, and troubleshooting.
  11. Wrap-up - Reviewing cases created or escalated at the start and end of shifts.
  12. Responding to clients - Mainly via email communication.
  13. Sending work orders to clients - Emailing work orders when needed.

Requirements

  • Previous experience in customer service or technical support is preferred.
  • Basic understanding of computer systems, software, and networking concepts.
  • Strong communication skills, both verbal and written.
  • Ability to troubleshoot and solve problems effectively.
  • Familiarity with help desk ticketing systems and remote support tools is a plus.
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