Technical Support Specialist

4 weeks ago

Taguig, National Capital Region, Philippines SHIELD Foundry Full time

Love solving problems and helping others do the same? You're exactly what our team needs

We are looking for Technical Support Specialists who can help troubleshoot and resolve customer equipment issues with genuine care and concern.

What we're looking for:

  • Associate's or Bachelor's Degree preferred
  • Availability to work on rotation, including nights, weekends, and holidays with advance notice
  • Knowledge and understanding of Ethernet network access, configurations, IP based routing concepts, and providing Virtual Private Network details to carriers and data centers
  • Experience working with wireless carriers, managing data lines, provisioning and deactivating accounts
  • Strong understanding of databases and develop schedule reporting for weekly metrics
  • Preferably with past Help Desk Experience (CSR/TSR).
  • Good in both verbal and written English communication skills.
  • Soft Skills Needed: Customer Service, Quality Focus, Flexibility, Attention to Detail
  • Minimum 2 years experience working with Business Users and Developers to provide processes to issues that further enhance the application and provide the business user with an improved product

What you'll do:

  • Triage customer-created issues and resolve or escalate to equipment vendor as necessary
  • Communicate via Zoom call with customers or field technicians
  • Monitor all equipment uptime and performance, and escalating to the appropriate vendor as necessary
  • Follow-up with equipment manufacturers, network service providers, and internal support team on outstanding tickets and issues
  • Collaborate with team members through daily stand-up meetings and other communication tools

What you'll get:

You'll be working with teams based in Manila and in the US, all passionate about providing service excellence. Aside from awesome teammates, here are some perks you'll get:

  • monthly internet allowance
  • performance incentives
  • the coolest workplace ever (snacks, foosball, Ping-Pong, beer-o-clock, and many more)
  • game nights
  • internal learning and training programs
  • regular team building activities, both virtual and in-person
  • HMO coverage for you and your dependent

Sounds great, right? Send us your CV and let's talk soon

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