Technical Support Engineer

10 hours ago

Taguig, National Capital Region, Philippines KMC Solutions Full time ₱900,000 - ₱1,200,000 per year

Job Overview:

  • WFH setup with company provided tools
  • Fixed night shift
  • Minimum 4+ years of strong Tier 1 level Technical Support and Customer Service experience

The main responsibilities of a TECHNICAL SUPPORT ENGINEER include:

  • Provide support to troubleshoot and resolve technical issues reported by external customers and other team members through phone, chat, and ticket channels
  • Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions
  • Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
  • Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
  • Stay familiar with all of client's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry

To apply, you must be an expert on the following requirements:

  • Minimum 4+ years of strong Tier 1 level Technical Support and Customer Service experience.
  • Ability to handle high volume of tickets, phone calls, and chats.
  • Bachelor's degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
  • Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.

It will also be favorable if you are knowledgeable in:

  • Experience with H.323 and SIP protocols from a hardware and network standpoint.
  • Experience and knowledge of PBX systems are highly desirable
  • Network experience (CCNA certification or equivalent).
  • Administration of Exchange, Office 365, or Google Apps email and calendaring tools.
  • Active Directory federation and Single-Sign-On administration.
  • Experience managing a virtualized infrastructure.
  • Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.
  • Experience in administration of any of the following: Learning Management System and Learning Tools Interoperability (LTI), infusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.

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