Technical Support Engineer – Business to Business

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical assistance through phone calls, tickets, and live chat.

• Interact with customers across various platforms.

• Employ empathy and positive language when engaging with customers.

• Address first-level issues by: Identifying the nature of the problem based on the customer's objectives.

• Collect information from the customer, including the steps they have taken.

• Attempt to replicate reported issues.

• Analyze symptoms and, when possible, identify the root cause of the problem.

• Provide relevant troubleshooting steps and/or solutions.

• Guide customers to appropriate help documentation.

• Communicate and follow up with customers effectively.

• Escalate unresolved issues to second-level support with necessary details.

• Monitor and proactively identify potential or emerging issues.

• Act as a vital member of the shift-based team, addressing problems and recommending solutions.

• Stay informed about all communications that affect the organization.

⛳️ Requirements

• Strong proficiency in English with excellent interpersonal and communication skills, both verbal and written.

• Ability to demonstrate empathy, patience, and understanding during stressful situations.

• Passion for solving customer problems.

• Foster respectful relationships with colleagues.

• Consistency in attendance, time management, attention to detail, and commitment.

• Reliable and available to fulfill scheduled shifts.

• Ability to work independently as well as in a team setting.

• Flexibility to adapt to change.

• Effective conflict resolution skills.

• Openness to constructive criticism for the enhancement of knowledge and skills.

• Capability to learn new skills promptly while maintaining existing responsibilities.

• Expand deductive reasoning and problem-solving capabilities.

• Accurately prioritize tasks and make decisions within established guidelines and policies.

• Minimum of 3 years of recent experience in technical troubleshooting and problem-solving.

• Utilization of spoken and written English in a customer-focused work environment.

• Experience in customer service, particularly in a technical support role.

• Intermediate to advanced proficiency with Windows, MacOS, or Linux operating systems/software.

• Familiarity with commonly used Internet Protocols.

• Knowledge of and experience with internet-ready devices and associated applications.

• Experience with the following is highly preferred: VPN, Office 365 / Google Workspace, Virtual Machines, Zendesk, Confluence, and Jira.

🏝️ Benefits

• Competitive salary.

• Health and wellness-focused benefits.

• Paid time off.

• Employee Resource Groups.

• Company-sponsored events.

• Opportunities for professional growth through educational support and mentorship programs.

• Recognition awards.