Tier 1 Support Engineer
Transnational E-Business Solutions Inc.
- Taguig, PhilippinesThe Penthouse, Net Quad Bldg. 4th Avenue corner 30th Street Bonifacio Global City, Taguig, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- ₱22,000.00 - ₱40,000.00 / monthPHP220004000022000MONTH
- Full timeFULL_TIME
Job closed.
Job Description
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- Answer incoming Support calls.
- Identify severity of case by asking a set of pre-defined questions, and allocate the case appropriately based on its severity (1 to 4).
- Provide resolutions to Tier I (low severity) calls and cases by identifying problems, researching answers; guiding clients through corrective steps.
- Document details of tier II cases and prioritize according to urgency and importance in Salesforce.
- Monitor Support queue in Salesforce and assign appropriate severity levels for Tier II cases.
- Support Thycotic channel partners and/or distributors with both their escalated pre-and post-sales inquiries.
- Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Tier II and the Support Manager.
- Identify and communicate upsell opportunities to the Customer Success team.
- Work on projects and special initiatives as approved by manager.
Minimum Qualifications
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- Azure and/or AWS experience
- Some experience providing top-notch technical customer support.
- A technical background in Computer Science, Computer Engineering, or comparable field preferred.
- Some understanding of computer and network infrastructure.
- A demonstrable ability to learn quickly and grow into a Tier II position.
- Love researching and diagnosing complex issues and can communicate with a wide range of people (both internal and external) regarding intricate technical problems.
- A combination of stellar interpersonal and great technical skills.
- Thrive in a team-oriented environment. You seek help when needed and lend a hand when needed.
- Resourceful – we are looking for that ‘I may not know, but I can consult my resources and learn’ kind of mentality.
Perks and Benefits
- Work from Home
- Paid Holidays
- Medical / Health Insurance
- Paid Sick Leave
- Performance Bonus
- Paid Bereavement/Family Leave
- Life Insurance
- Paid Vacation Leave
- Transportation Allowances
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 3rd floor, TDG InHub, AFP-RSBS Industrial Park, East Service Road, Western Bicutan Taguig City
- Vacancy
- 5 openings
- Website
- https://tesi.com.ph/TESI/
About Transnational E-Business Solutions Inc.
TESI is at the forefront of digital transformation. Equipped with the innovation vision, our goal is to help turn your vision into reality. With over 100 technology professionals and 20 years of experience specializing in building quality, customizable solutions using agile project management tools and leading technology platforms, TESI is your partner in digital innovation. Our team has vast experience in building web & mobile solutions across various business verticals three times faster than the competition. TESI also offers off-the-shelf solutions and is a fast-growing provider of HR & Payroll solutions. Not limiting itself to building tech solutions, TESI is also at the driver's seat in making the Philippines an offshore haven, servicing clients around the globe.