Tier 1 Tech Engineer

4 weeks ago

Cebu City, Central Visayas, Philippines CallTek Full time
Overview

The Tier 1 Tech Engineer at Staff4Me is the first line of support for technical issues encountered by our customers and internal teams. You will be responsible for troubleshooting, diagnosing, and resolving common technical problems while providing excellent customer service. Your role will involve using established procedures and tools to assist in the resolution of issues, ensuring timely and efficient support to enhance customer satisfaction.

Responsibilities
  • Respond to technical support requests via phone, email, and chat channel
  • Assess customer issues and provide immediate assistance or escalate as needed
  • Document and track all support interactions in the ticketing system
  • Maintain a strong understanding of our products and services to provide effective solutions
  • Collaborate with Tier 2 and Tier 3 Engineers for complex issue resolution
  • Assist in maintaining and updating technical documentation and knowledge base articles
  • Participate in ongoing training sessions to enhance technical skills and service quality
  • Follow up to ensure issues have been resolved to customer satisfaction
Requirements
  • Experience in a technical support role or customer service environment is preferred
  • Strong troubleshooting and problem-solving skills
  • Excellent communication skills, both verbal and written
  • Basic understanding of networking concepts and technologies
  • Ability to work in a fast-paced environment and adapt to changing priorities
Benefits
  • Competitive salary and benefits package
  • Opportunity for growth and career development
  • Training and support to enhance technical and customer service skills
  • Work in a dynamic and multicultural environment
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