Tier 1 Support Engineer

3 weeks ago

Cebu City, Central Visayas, Philippines Tahche Outsourcing Services Inc Full time

At Extensiv, our support engineers are the heart and soul of our business. We care deeply about our customers and consistently go above and beyond to help. Our fast-growing customer base relies heavily on our ability to be present and helpful 24/7. We utilize phone, email, and chat channels to solve our customers' issues or escalate them to the proper party inside a multi-tiered organization.

Key Responsibilities:
  1. Provide frontline technical software support via email, phone, and chat.
  2. Troubleshoot, test, and resolve technical and configuration issues.
  3. Educate customers on software usage and best practices.
  4. Reproduce, analyze, and escalate software and platform defects.
  5. Serve as the liaison between Extensiv and our customers.
  6. Understand 3PL warehouse clients' business objectives and act accordingly.
  7. Maintain regular, clear updates with customers until resolution.
  8. Be available on rotation for 24/7 on-call escalations for critical issues.
Compliance with organizational values, policies, and standards:
  • Comply with all local legislative requirements.
  • Adhere to company policies and core values.
  • Keep up to date with legislative requirements where appropriate.
  • Act ethically when dealing with company assets and others.
Key Requirements
Experience:
  • 2+ years in technical support or customer-facing roles.
  • Experience related to software, e-commerce, or warehousing.
Skills:
  • Excellent people skills with a customer-focused approach.
Personal Attributes:
  • Confidence in technical troubleshooting and problem-solving.
  • Excellent oral and written communication skills.
  • Ability to thrive in a fast-paced, evolving team environment.
Bonus Points if you have:
  • Working knowledge of Supply Chain and Warehouse Management Systems.
  • Experience with SaaS support.
  • Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI.
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