Technical Support Engineer

3 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time

Staff4Me is looking for a dedicated and proactive Technical Support Engineer to join our dynamic team. In this role, you will be the first point of contact for our clients, providing technical assistance, troubleshooting issues, and ensuring that our customers have a seamless experience with our products and services. Take inbound calls from customers and staff. Troubleshoot customer issues and provide solutions, and escalate issues not resolved or where no resolution is identified.

Responsibilities
  • Respond to client inquiries and provide timely technical assistance via multiple channels, including email, phone, and chat.
  • Diagnose and troubleshoot hardware and software issues to resolve client problems effectively.
  • Document incidents and resolutions in a clear and concise manner in our tracking system.
  • Collaborate with other teams to escalate and resolve complex issues.
  • Offer training and support to clients on product features and best practices.
  • Maintain a thorough understanding of our products and services to provide accurate support.
  • Foster strong relationships with clients to ensure high levels of satisfaction and retention.
  • Stay updated with emerging technologies and product updates to enhance support quality.
Minimum Requirements
  • Bachelor's degree in Computer Science or related field or equivalent experience.
  • Proven experience in a technical support role, preferably in a software or technology company.
  • Strong troubleshooting skills with the ability to analyze and resolve technical issues efficiently.
  • Excellent communication skills, both written and verbal, with a customer-focused mindset.
  • Basic knowledge of networking principles and system administration.
  • Ability to work independently and as part of a collaborative team.
  • Proficiency in using support ticket systems and documentation practices.
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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