Customer Support Technician

Summary

Join ConnectOS, a top-rated Philippines employer, and enjoy a rewarding career as a Support Technician. This role offers a monthly salary of P40,000-P50,000 with a 9 PM to 6 AM schedule. You will provide excellent customer service and support, troubleshooting technical issues, and collaborating with internal teams. The ideal candidate possesses at least 3 years of experience in application and network system support, an Associate's Degree, and strong communication skills. ConnectOS provides comprehensive benefits, including medical, dental, and life insurance, paid time off, and a competitive salary package.

Requirements

• Required: At least an Associate Degree graduate
• Minimum 3 years of experience as a support technician supporting Applications and Network Systems

Responsibilities

• Deliver excellent customer service and support to end-users by identifying problems; researching answers; guiding customer 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 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
• Overtime Work - Work after hours, weekends and holidays on an on-call rotation
• Other duties as assigned

Preferred Qualifications

• Preferred: Bachelor’s Degree in Computer Information Systems or related field
• Preferred: 4 years of experience as a support technician supporting multiple environments
• Plus to have: CompTIA A+ Certification
• Excellent, passionate, and proactive customer service skills through phone, email, chat and salesforce
• Customer Service/Relationship building
• 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
• Excellent top 10 communication skills such as (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium)
• Prefer knowledge of SMA Technologies’s product – VisualCron - administration and troubleshooting skills

Benefits

• WFH
• Medical, Dental Coverage and Life insurance 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 Company Events, Work Life Balance, and Career growth opportunities