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Technical Support Engineer

1 month ago

Cebu City, Central Visayas, Philippines Supporting Enterprises Full time

Reports to: Team Lead

Location: 9th Floor, MSY Tower, Pescadores Road, Cebu Business Park, Hipodromo 6000, Cebu City

Job Type: Full-Time

Work Setup: Hybrid

Work Hours: Shifting Schedule

Job Purpose:

The Technical Support Engineers are first responders to tickets from customers and they help troubleshoot, install, update content, onboard customers, etc., or escalate concerns to a different department.

Duties and Responsibilities:

  1. Provide above-and-beyond service to Yotpo's customers, assisting with all technical and product-related queries.
  2. Handle multiple support requests via our ticketing system and chat services.
  3. Demonstrate an independent ability to troubleshoot & resolve complex technical issues.
  4. Become an expert in Yotpo's service offering and a knowledge center to both customers and internal teams.
  5. Lead ad-hoc projects to improve service and increase the productivity and efficiency of the team.
  6. Document and share your knowledge by creating internal articles as well as self-help guides for customers.
  7. Liaise with other departments and product teams about our users' needs.

Qualifications:

  1. At least 2 years of hands-on experience in technical support.
  2. Proficient in HTML, CSS, SQL, and JavaScript with hands-on experience.
  3. Proficient in handling data sheets (Google Sheets, Excel, LibreOffice Calc).
  4. Strong expertise in e-commerce platforms and related technologies.
  5. A cooperative mindset with a focus on team-oriented solutions.
  6. Excellent verbal (client calls) and written English communication skills.
  7. Flexible with shifting schedules.
  8. Available to start immediately.
  9. Strong work ethic and high commitment to responsibilities.
  10. Works independently, ensuring quality and efficiency.
  11. Excellent teamwork skills, collaborating effectively.
  12. Self-motivated and proactive in problem-solving.

Our Benefits Package Includes:

  1. Generous Vacation Leave: Take time to recharge and relax with paid vacation days each year.
  2. Comprehensive Sick Leave: Stay healthy and recover with paid sick days when you need them.
  3. Health Coverage (HMO): Enjoy peace of mind with our extensive health insurance plan, ensuring you and your dependents are well-protected.
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