Technical Support Specialist

3 weeks ago


Ortigas, Philippines Revtra Pro Inc. Full time

At Revtra Pro Inc., we are seeking a highly skilled Technical Support Engineer to join our team. In this role, you will be responsible for providing first-level technical support to our customers and internal teams via phone, email, and chat. You will troubleshoot and diagnose hardware and software issues, providing timely resolutions and documenting all support interactions in our ticketing system. Additionally, you will collaborate with our engineering and product teams to escalate and resolve complex technical problems, develop and maintain technical documentation, FAQs, and knowledge base articles, and train and guide customers on product features and best practices.


Key Responsibilities:



  • Provide first-level technical support via phone, email, and chat to customers and internal teams.
  • Troubleshoot and diagnose hardware and software issues, providing timely resolutions.
  • Document all support interactions in the ticketing system, ensuring accurate records of issues and resolutions.
  • Collaborate with engineering and product teams to escalate and resolve complex technical problems.
  • Develop and maintain technical documentation, FAQs, and knowledge base articles for both customers and support staff.
  • Train and guide customers on product features and best practices.
  • Monitor and analyze support metrics to identify trends and improve service quality.
  • Stay updated on product updates, new features, and industry trends to enhance support capabilities.

Qualifications:



  • At least 2 years of experience in a technical support role, specifically with network infrastructure.
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • Customer-oriented mindset with a focus on delivering high-quality support.
  • Strong understanding of network systems, protocols, and troubleshooting techniques.
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team.
  • Ability to multitask and meet timelines on deliverables.
  • Detail-oriented, analytical, and problem-solving skills.

What We Offer:



  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A chance to work with a talented team of professionals.


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