Technical Support Engineer

1 week ago

San Fernando, Philippines Exypnox Inc Full time

Overview

As a Technical Support Engineer , you will work alongside the RMM industry-leading Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership, while taking ownership of customer issues and utilizing resources provided to ensure high quality customer service interactions.

Responsibilities

  • Delight customers with world-class support by providing timely responses to tickets, including outbound calls when needed. Ensure clear and complete updates/resolutions in a timely manner, measured by Customer Satisfaction (CSAT), positive comments, and other relevant indicators.

  • Demonstrate strong product knowledge to troubleshoot issues and identify root causes.

  • Manage personal queue responsibly, maintaining response and follow-up times that align with team goals.

  • Ask questions and seek full understanding of issues to resolve tickets quickly, focusing on first-touch resolution and total time.

  • Actively contribute ideas and feedback for product and process enhancements.

  • Take ownership of customer issues, ensuring timely resolution while keeping customers appropriately informed throughout the process.

  • Leverage available resources and tools to complete tasks, escalating appropriately when needed.

  • Exhibit excellent communication skills, including clear descriptions, active listening, correct grammar and punctuation, precise terminology, and thorough troubleshooting notes.

  • Support customers by being flexible with shifts based on customer demand and maintaining excellent attendance.

Shift Schedule

8PM - 5AM, Monday - Friday.

What we offer

  • Fully Remote work

  • Full-time after 6 months based on performance

  • Full benefits after 6 months includes medical, dental insurance

  • Flexible paid time off and sick leaves

  • Opportunity for growth and advancement

Skills & Qualifications

  • Adept at following processes

  • Remote work with Ability to be productive under limited supervision

  • Proficient in Windows OS (Windows registry, services, etc.) and fluency in Windows troubleshooting

  • Working knowledge of MacOS and Mac troubleshooting is desired

  • Experience with Linux distributions and Linux troubleshooting a plus

  • Previous experience with Zendesk a plus

  • Excellent oral and verbal communication skills a must

  • Ability to exercise good judgment of priority based on customer impact

  • Ability to adapt to new technologies and processes

  • Strong interpersonal skills so you can work in a team-oriented environment

  • Understanding of any virtualization platform, basic networking

  • Previous experience with RMM software helpful but not required

  • Empathy and patience

  • A good sense of humor and is curious a tinkerer and a problem solver

Education & Experience

  • Associate’s degree in Computer Science and/or equivalent work experience

  • 2+ years’ prior experience in a customer service/support-related position

Exypnox and NinjaOne

Exypnox proudly serves as the local partner of NinjaOne, a SaaS company revolutionizing IT operations. NinjaOne is a leading unified IT management solution that simplifies the way IT teams work. With NinjaOne, MSPs and IT departments can automate, manage, and remediate all their endpoint management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction. NinjaOne supports over 30,000 customers around the world and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past three plus years.

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