Support Engineer
Diversify Offshore Staffing Solutions
- Taguig, Philippines27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2020-04-24T16:00:00+00:00Job closed.
Job Description
The Support Engineer/SQL Programmer plays a vital part in helping progress the client’s platform by providing the highest level of support to clients through the company’s CRM and create a frictionless and flawless user experience. This role will play an important part in maintaining the smooth performance of Client content by supporting applications and software updates by diagnosing and correcting issues and bugs within the service level agreement timeframes.This role will work closely with the US and European teams, and will be handling technical inquiries from clients by diagnosing client problems and help maximize the usage of the Client’s platform. This will be achieved by troubleshooting concerns, identifying trending issues, performing root cause analysis and proactively managing all inquiries.
RESPONSIBILITIES:
- Interacting with a Level 1 Support Team who submit issues using the Zendesk ticketing system, emails and online shared sessions/meetings
- Primary point of contact for providing accurate and creative technical solutions to end-user problems of moderate and difficult nature
- Using proactive approach, communicate directly with the Tier 3 Support Team attempting to isolate, reproduce, troubleshoot and resolve problems using available systems and tools, and investigate potential workarounds and manage expectations to maintain client satisfaction
- Regular contact with 3rd line tech escalation, following established escalation and notification paths when necessary, and follow proper technical processes using database management system while ensuring that all service level targets are met
- Participate in the creation and adding to Knowledge articles, Troubleshooting Guides, FAQ’s, and other related support collateral
- Review all open tickets, identifying bugs and trends across cases to drive resolution
- Strong partnership with 3rd line Tech Escalation Team for issue identification and resolution and the
- Product Team for feature requests, initiate technical solutions, Statement of Work creation and sharing information across team in advance of product releases
- Identify and manage critical incidents for broadcasters and/or platform outages, using established processes
- Provide technical evaluation and feedback loop for partners, and cultivate relationships with partner technical and/or customer support teams
Minimum Qualifications
- Bachelor’s degree in Computer Science, Computer Technology and/or any related technical discipline
- 5-7 years of software technical support and/or development or other relevant experience
- Experience working with environments: REST API, SQL, SaaS service, Database Management Tools, PHP, Windows Command Prompt/MacOS Terminal, DevTools (Chrome, Firefox etc.)
- Experience in supporting OTT products, E-commerce and/or Media is a plus
- Experience in using ticketing tools and Zendesk is a plus
- Strong analytical and troubleshooting, problem determination and problem-solving skills with attention to detail and the ability to exercise judgment to determine appropriate solutions to customer/broadcaster technical issues
- Ability to present complex information and solutions in a clear, concise manner
- Must possess excellent verbal and written English communications skills
- Must be willing to work in Bonifacio Global City, Taguig City, in a Morning/Mid shift/Shifting
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City
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About Diversify Offshore Staffing Solutions
Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff.
Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy.
An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers.
At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do.
Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.