Cloud Engineer Advocate

1 week ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time $45,000 - $60,000
Technical Support Associate Role

This position is ideal for an individual seeking a challenging and rewarding role in technical support. Our company provides innovative solutions to clients, focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services.

We are looking for a skilled Technical Support Associate to serve as our primary point of contact with clients. This person will be responsible for creating/updating technical tickets accurately, communicating with clients through various channels in a timely fashion, and working diligently to coordinate client returns with engineers if available.

This full-time role requires strong communication skills and the ability to work effectively in a team environment.

Responsibilities
  • Communicate with customers through various channels using a courteous, positive, empathetic, and professional manner.
  • Triage customer presenting issues, troubleshoot single user/system impacting tickets immediately, collect information, and ask clarifying questions to ensure full understanding of client concerns.
  • Escala tasks to engineers based on time or skill requirements when necessary.
  • Responsible for daily assignment of service incidents/requests from both client engineers and customer points of contact.
  • Develop an in-depth understanding of clients' products as they integrate into corporate infrastructure.
  • Resolve specific designation of tasks to resolve as quickly as possible at the time of creation.
  • Assign support tickets to the appropriate engineering resources.
  • Promptly and accurately code Catch All cases submitted via email.
  • Work with client requests to code, assign, and facilitate completion during times where direct client interaction via phone is not required.
Required Skills and Qualifications
  • A minimum of 3 years of relevant experience in technical support or desktop/server support.
  • Experience with troubleshooting network configuration and hardware issues.
  • Knowledge and experience with Microsoft Server and Workstation Technologies.
  • Strong problem-solving skills with the ability to prioritize and coordinate tasks.
  • Ability to articulate technical information and convey to non-technical people.
Benefits

This role offers opportunities for growth and development, working in a dynamic and collaborative environment. You will have the chance to develop your technical skills, work with a variety of technologies, and contribute to the success of our clients.

Preferred qualifications include experience with Microsoft Windows OS, Apple OS, monitoring and remote management tools, and other similar technologies.

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