Customer Support Technician (TSR) (US Automation Solutions, WFH)

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: P40,000 – P50,000 (Monthly Package)
• Schedule: 9:00 PM to 6:00 AM PHT

This role provides technical support to end-users, requiring strong troubleshooting skills and excellent customer service abilities.

Requirements

• 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

Responsibilities

• Deliver excellent customer service and support to end-users by identifying problems, researching answers, and guiding customers 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 a 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.

Application Instructions

• No specific application instructions were provided.

Company Information

• Benefits & Perks:
  • WFH (Work From Home)
  • Medical, Dental, and Life Insurance coverage from day 1 of employment
  • Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
  • Competitive salary package and annual appraisal
  • Financial Assistance Program
  • Mandatory Government Benefits and 13th Month Pay
  • Regular Comp (Details are missing)
• Preferred Skills:
  • Knowledge of SMA Technologies’s product – VisualCron - administration and troubleshooting skills.
  • Excellent communication skills (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium).
  • 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.