Technical Engagement Specialist

1 week ago

Quezon City, National Capital Region, Philippines ScalableOS Full time ₱25,000 - ₱50,000 per year

This is a remote position.

SUMMARY
This role will be responsible for providing support to the company's Engagement Team. The successful candidate will act as a technical liaison, addressing customer needs by managing inquiries, researching solutions, generating quotes, and improving processes. They will handle ticket triaging, collaborate with partners, support technical research, and participate in training and projects while ensuring efficient communication and task organization.

JOB RESPONSIBILITIES
  • Act as a technical liaison between the Engagement Manager, external vendors, and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Engagement Manager informed and communicating with them as needed.
  • Respond to client inquiries in a timely manner. Client inquiries will be sent to the centralized board and worked off from there. These inquiries include, but are not limited to:
    • Basic hardware requests (PCs, firewalls, etc.)
    • Software solutions (Microsoft licensing, hosted backup, etc.)
    • Managed services
  • Research technical solutions with multiple distributors and generate quotes.
  • Make recommendations for changes to processes/procedures where appropriate.
  • Keep all board tickets updated and organized.
  • Triage all incoming tickets 2-3 times per day, communicating back with internal resources or clients to confirm ticket receipt and provide an estimated date/time of completion.
  • Coordinate with the company's business and technology partners to register opportunities and participate in sales reward programs.
  • Collaborate at the direction of the Engagement Manager to perform technical research for the benefit of our clients.
  • Participate in online training programs where appropriate to further advance technical knowledge and skills.
  • Participate in special projects that support organizational needs, effectively assessing and communicating business impacts.
  • Attend and participate in all required company training and meetings.
  • Perform other related duties as assigned by the direct supervisor.
QUALIFICATIONS
  • Bachelor's degree in a business or technology-related field, or an equivalent combination of education and experience.
  • Working knowledge of CRM, HubSpot, and/or ConnectWise software preferred.
  • Understanding of Managed Service Provider (MSP) organizational processes and systems preferred.
  • Proficient in MS Office, including Outlook, Word, Excel, PowerPoint, and Microsoft Teams.
  • Knowledge of computer components (hard drive, RAM, processor, etc.).
  • Basic understanding of network components (firewall, switch, access points).
  • Strong problem-solving, strategic thinking, and decision-making skills.
  • Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously.
  • Strong customer service orientation and a commitment to delivering high quality solutions.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.

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