Job Description – Technical Support Engineer (Manila)

Responsibilities:

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Provide feedback and recommendations to improve internal processes used by the Care team.
• Serve as the primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
• Alert team members of trending issues and share newfound knowledge as applicable.
• Using My Support, accurately document details of issues, steps taken, follow-up conversations, escalations, and resolution.
• Act as a technical expert and provide support on a worldwide basis.
• Maintain logs of downtime, repair, and meter charges.
• Submi...