Technical Support Representative
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Overview
On-site - Taguig 1-3 Yrs Exp Bachelor Full-time
Responsibilities
- Diagnose and resolve customer issues related to EV chargers or escalate to manufacturers as needed
- Communicate with customers and technicians via Five9 SoftPhone
- Proactive monitoring of all equipment uptime and performance, and escalate manufacturers as needed
- Follow up with manufacturers, service providers, and internal teams on open tickets
- Meet client SLA targets for MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) on tickets, including emergency, crisis, VIP, and outage situations
- Collaborate with team members through daily stand-up meetings and other communication tools
- Consistently meet work and performance review expectations, ensuring high quality and productivity standards
- Collaborate efficiently with other internal and external teams to resolve open tickets
- Perform additional tasks as assigned
Qualifications
- Associate/Bachelor’s degree or any relevant vocational course and/or relevant certifications
- Basic understanding of electrical concepts, including voltage, current, and power
- Experience managing wireless carriers, troubleshooting and provisioning/deactivation
- Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting
- Excellent verbal and written communication in English
- Flexible for shifting and hybrid schedules
Benefits
- Government Mandated Benefits
- Insurance Health & Wellness: Accidental Death & Dismemberment Insurance, Dental Insurance, Life Insurance, Retiree Health & Medical, HMO
- Company Equipment, Open Workspace, Retirement Plan
- Maternity & Paternity Leave, Sick Leave, Vacation Leave
Working Location
Uptown Place Tower 3, Uptown Place Tower 3. Corner, 11th Ave, Taguig City, Metro Manila, Philippines
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