Tier 1Technical Support Engineer

3 days ago

Cebu City, Philippines Staff4Me Full time
Tier 1Technical Support Engineer Overview

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.

Responsibilities
  • Check emails – respond to emails within 20 minutes.
  • Set up follow ups for the day – may require follow-up calls (Tier 2 advised).
  • Take calls – frontline inbound calls.
  • Check 3cx voicemails (5 min) – do not exceed 5 minutes in leaving voicemails.
  • Opening TTs – for all calls except ghost and wrong-number calls.
  • Putting time against TTs – updating ticket time.
  • Tagging resources – manually tag Derek Moore for pending quote.
  • Escalate to T2 – escalate when T1 cannot resolve, for clarification or advise on how to proceed on a call.
  • Keep calls to 6 min 30 sec – AHT.
  • First call resolution – not necessarily closing the case on the first call; isolate, gather all pertinent details, verify in tools, and troubleshoot to resolve the guest concern if escalated.
  • Wrap up – review cases created or escalated to confirm what happened at end of shift and at start of the shift.
  • Replying to clients – most communication goes through emails.
  • Sending Work Orders to clients – send email of work order to clients when needed.
Qualifications
  • Previous experience in a customer service or technical support role 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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