Technical Support Specialist
4 weeks ago
SMART254
About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our Client is a leading and award-winning hardware-based software company dedicated to developing advanced solutions and building essential tools for the modern textile factory. With a focus on AI-driven technology, Client empowers textile manufacturers to optimize operations, enhance quality control, boost sustainability, and streamline supply chain processes. We are revolutionizing the textile industry with our comprehensive suite of tools. These tools enable manufacturers to unlock their full potential and thrive in an increasingly competitive landscape.
About the Role
We are seeking a highly motivated and skilled Technical Support Specialist to join our team and contribute to our mission. If you are passionate about providing top-notch technical assistance, have excellent problem-solving skills and are eager to help drive our clients growth, this position offers an exciting opportunity to further develop your career in a dynamic and mission-driven environment
Key Responsibilities:
Provide prompt and effective technical support to customers, assisting with troubleshooting and resolving issues related to our products and services;
Ensure that customer inquiries and concerns are addressed promptly and in accordance with our service level agreements (SLAs);
Document customer issues comprehensively in our ticketing system for tracking purposes and to identify opportunities for improvement;
Monitor and analyze service metrics, thresholds, and key performance indicators to optimize our ticket resolution process;
Implement and adhere to Technical Support processes, policies, and tools documentation, contributing to their continuous improvement;
Collaborate closely with our customer success, product, and engineering teams to provide comprehensive solutions to customer needs.
Requirements:
Bachelor's or Master's degree in a relevant field such as Information Technology or similar;4+ years of relevant experience in or a related field
Experience resolving L1 to L2 tickets
Experience with ticketing tool Jira Service Management is a nice to have
Intermediate to strong experience with Linux and the ability to troubleshoot issues within this environment is a must
Proven ability to create clear, concise and technically accurate reports, documentations and knowledge base articles.
Customer-focused and results-driven, with a passion for troubleshooting and finding efficient solutions to technical challenges;
Excellent verbal and written communication skills in English, enabling effective customer engagement and communication within the team;
Fast Learner, ability to learn quickly, adapt to new technologies, and work in a dynamic and fast-paced environment;
Collaborative mindset and willingness to work closely with team members to achieve shared goals.
Can work independently with minimal supervision
Some level of network knowledge would be a plus
Willingness to work in a shifting schedule
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