Full-Time Customer Support Technician

Salary: P40,000 – P50,000 (Monthly Package)
Schedule: 9:00 PM to 6:00 AM PHT

What are we looking for?

Skills Required:

• Education
  • Required: At least an Associate Degree graduate
  • Preferred: Bachelor’s Degree in Computer Information Systems or related field.
• Experience
  • Required: Minimum 3 years of experience as a support technician supporting Applications and Network Systems
  • Preferred: 4 years of experience as a support technician supporting multiple environments.
• Certifications
  • Plus to have: CompTIA A+ Certification

What will you do?

Key responsibilities:

• Deliver excellent customer service and support to end-users by identifying problems; researching answers; guiding customer through corrective steps via email, phone, or live web session.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Follow up and make scheduled call backs to customers where necessary and escalate priority issues to senior team members per customer needs.
• Gather customer’s information, logs, error messages and other troubleshooting steps to determine the issue by evaluating and analyzing the symptoms.
• Provide a clearly understood solution to the customer.
• Research required information using available resources and document history of issues in logical steps.
• Maintain proper, informative case documentation for ongoing knowledge base, training, tracking and resolution to inquiries.
• Collaborate with Solution Consultants, Training Team and other internal teams to build cohesive culture of knowledge share.
• Follow standard processes and procedures, and adhere to Case Management Policies as set forth by the Manager of Customer Support.
• Stay current with system information, software changes and updates.

Potential Future Work:

• Overtime Work - Work after hours, weekends and holidays on an on-call rotation.
• Other duties as assigned.

Competencies:

• Excellent, passionate, and proactive customer service skills through phone, email, chat and salesforce.
• Customer Service/Relationship building.
• Proficient in working with Cases in Salesforce ticketing system.
• Proficient problem-solving skills.
• Proficient in PC and network technologies: Operating System, System Permissions, Log Files.
• Excellent top 10 communication skills such as (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium).
• Prefer knowledge of SMA Technologies’s product – VisualCron - administration and troubleshooting skills.

What is the last date for applying to the job?

Which countries are accepted for this remote job?