High-Tech Customer Advocate

2 days ago

Marikina City, National Capital Region, Philippines beBeeSupport Full time $80,000 - $150,000
">Senior Technical Support Engineer">

As a Senior Technical Support Engineer, you will be responsible for providing high-level technical assistance to customers, escalating complex issues to engineering teams, and mentoring junior engineers. You will serve as the escalation point for high-priority or highly complex issues, leading the diagnosis, troubleshooting, and resolution of technical problems.

About the Role

This is an excellent opportunity to leverage your technical expertise and passion for customer service to drive business growth and customer satisfaction. If you are a skilled communicator with experience in IT support and a strong understanding of networking, operating systems, and database management, we encourage you to apply.

Responsibilities
  1. Escalation and Issue Resolution: Serve as the escalation point for high-priority or highly complex issues, leading the diagnosis, troubleshooting, and resolution of technical problems.
  2. Mentorship and Training: Mentor, guide, and train junior engineers, sharing best practices, collaborating on escalations, developing new training materials, and helping them develop their skills.
  3. Technical Assistance: Provide high-level technical assistance to customers, including technical guidance, root cause analyses, proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.
Qualifications
  • Experience: 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or related field and at least 4 years' experience in a service or customer-facing role.
  • Senior Experience: At least 2 years in a senior or escalation role.
  • Communication Skills: Impeccable verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
  • Problem-Solving Skills: Exceptional problem-solving skills, with the ability to quickly assess issues, identify root causes, and develop effective solutions under pressure.
What We Offer
  • Opportunities for Growth: Career advancement opportunities in a dynamic and growing company.
  • Competitive Compensation: Competitive salary and benefits package.
  • Collaborative Environment: Collaborative and innovative work environment with a team-oriented culture.
Join Our Team

We pride ourselves on being an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer experiences and have the necessary skills and qualifications, please submit your application.

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