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Engineering Helpdesk Professional

1 week ago

Manila, National Capital Region, Philippines Deltek Systems (Philippines), Ltd. Full time

Job Description:

We are seeking an Engineering Helpdesk Professional to join our team at Deltek Systems (Philippines), Ltd. In this role, you will provide technical support to customers, troubleshooting and resolving issues, and escalating complex problems to engineering teams.

About the Role:

  • You will serve as a liaison between Customer Care and Engineering teams, ensuring seamless communication and efficient issue resolution.
  • With strong technical knowledge and critical thinking skills, you will troubleshoot complex issues and provide advanced-level support to customers.
  • Your excellent written and verbal communication skills will enable you to craft clear and concise escalations, making it easy for engineers to reproduce and resolve issues.
  • As a key member of our team, you will collaborate with Software Engineers and Quality Engineers to resolve escalated issues and meet customer expectations.
  • You will also participate in regular meetings with Customer Care, Engineering, and Product Management to ensure alignment and effective issue management.
  • With your exceptional interpersonal skills, you will effectively interact with cross-functional teams and managers in a globally dispersed environment.
  • Lastly, you will provide timely and accurate reports to Customer Care and Engineering Management on the status of cases escalated to Engineering and defects.

Requirements:

  • A bachelor's degree in Computer Science, Information Technology, or a related field is required.
  • You should have prior experience in a corporate Service Desk or technical support role, preferably with a background in Customer Service or IT Service Desk Analysis.
  • Strong problem-solving skills, combined with excellent written and verbal communication skills, are essential for success in this role.
  • You must be proficient in Microsoft Office software and Microsoft Windows operating systems.
  • A self-starter with the ability to manage multiple priorities in a fast-paced environment is a must.