Technical Support Engineer

2 weeks ago

Manila, National Capital Region, Philippines Atmail Full time ₱900,000 - ₱1,200,000 per year

Do you want to work an afternoon/evening shift? Are you a talented Technical Support Engineer with over 3 years' experience in supporting customers with email server technology? Do you have a bachelor degree or equivalent in IT? This newly created role will allow you to take your career to the next level at a progressive company with it's head office based in Australia.

Your role will be to provide advanced support to customers with your proven technical abilities. As an advanced support engineer you will directly communicate with key stakeholders, internal and external to Atmail with a focus on providing the technical delivery of customer support by informing and following processes that delight the end customers. You will not only solve customer issues, but you will contribute to helping our customers help themselves by improving our service, our self-service collateral and processes, and by providing guidance and training to our support agents and our customers.

Required Experience

  • Your experience in technical roles demonstrates your ability to resolve customer problems and deliver holistic solutions.
  • With a background in Information Technology for over 3 years, in hands-on technical roles, you possess the expertise to make a significant impact.
  • Strong English language communication skills with the ability to effectively tailor communication to both business and consumer customers.
  • Your ability to work autonomously in a fully remote and agile environment, coupled with exceptional collaboration skills, makes you an ideal fit for our team.
  • You have a proven track record in solving technical problems for customers.
  • Your educational background, ideally a Bachelor's degree in a technology-related field or equivalent experience, further complements your skills and expertise.
  • You have strong organisational skills, attention to detail, and the ability to multi-task and meet deadlines.

Key Accountabilities

  • Work closely with your team leader to ensure Atmail lives up to its promise to customers with respect to providing a high quality, efficient and timely support service.
  • Resolve technical issues and facilitate technical communication between stakeholders to support customers and improve the product and customer experience.
  • Effectively handling customer support requests in a timely and professional manner, ensuring thorough documentation of all interactions and outcomes, and triaging requests based on established priorities.
  • Work closely with the Support Centre to track and resolve escalated customer incidents.
  • Work closely with the Support Centre (Level 1) Manager to provide improve processes.
  • Provide technical guidance that is appropriate to support, train, and document solutions to ensure the level 1 team are successful.
  • Create or update documentation to support Level 2 processes.
  • Work within all legal and ethical boundaries that are expected of Atmail staff, company policy or the wider community.

This exciting opportunity offers the best of both worlds: the chance to work on cutting-edge projects from the comfort of your home with unparalleled flexibility. We understand the value of work-life balance and encourage you to bring your expertise, creativity, and passion to our team.

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