Chief Technology Support Officer

1 day ago

Lipa City, Calabarzon, Philippines beBeeSupport Full time $60,000 - $80,000
Job Title

Technical Support Specialist

Job Description

The primary function of this role is to provide expert technical support services to customers by resolving complex issues related to data flow, networking, communication failures, and KPI calculations for customer assets.

Responsibilities include receiving, triaging, and prioritizing incoming technical support calls from customers, assessing and prioritizing cases based on urgency, impact, and customer Service Level Agreements (SLA), gathering detailed information from customers to accurately identify and document issues, and troubleshooting and diagnosing data flow issues from remote sites into the cloud.

  • Receive, triage, and prioritize incoming technical support calls from customers.
  • Assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA).
  • Gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken.
  • Troubleshoot and diagnose data flow issues from remote sites into the Power Factors Cloud.
Required Skills and Qualifications

The ideal candidate will have a Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred), minimum of 3 years of experience in a technical support role, and knowledge of CRM / Ticketing system as well as ticketing workflows.

  • Proficient in using relevant software and support tools, CRM platforms like Freshdesk as well as Technical Support ticketing workflows.
  • Familiarity with SaaS (Software as a Service) products and technologies is a plus.
  • Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services).
  • Experience working with Linux and networking fundamentals.
Benefits

This role offers a unique opportunity to work with a leading organization and contribute to its growth and success.

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