Zoom: Technical Support Engineer

5 days ago

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

We are looking for a full-time Technical Support Engineer in our Manila office. The ideal Technical Support Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Engineer is expected to be highly proficient in all areas related to our client's products.

Responsibilities:

  • 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

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.

Other areas of interest:

  • 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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