Support Engineer
Location
Philippines
Posted
36 days ago
Salary
0
Seniority
Mid Level
Job Description
Support Engineer
Alianza, Inc.
Role Description This is a Philippines based position working USA hours. Alianza is looking for a Support Engineer to join our Technical Support department. This role is a vital first point of contact, focusing on providing outstanding technical support with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is highly motivated, team-oriented, and thrives in a fast-paced, dynamic environment. Key Responsibilities - Front-Line Support: Serve as the primary point of contact for incoming customer support tickets and calls, focusing on prompt initial response and resolution. - Ticket Management: Handle basic, high-volume, and repetitive customer issues (e.g., setup issues, MFA resets, etc.). Efficiently monitor and address centralized ticket queues. - Escalation and Triage: Triage complex issues accurately and escalate them to senior support groups as needed, ensuring proper prioritization within Service Level Agreements (SLAs). - Customer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates, especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness. - Product Knowledge: Rapidly acquire working knowledge of the entire Alianza platform and product suite to serve as the intake point for all product-related inquiries. - Documentation & Process: Observe field activity and advise on documentation needs. Demonstrate strong process skills (develop, document, train) and the ability to work within defined guidelines. - On-Call: Participate in a weekly on-call rotation. Qualifications - 2+ years of professional technical support experience. - Knowledge or experience with VoIP and/or telecom technologies. Requirements - Technical & Problem-Solving: Strong technical troubleshooting skills and proven ability to quickly learn and master the Alianza platform. - Proficiency in monitoring and addressing ticket queues and managing large volumes of routine tasks effectively. - Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment. - Communication & Customer Service: Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions. - Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy. - Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines. Attributes for Success - Ownership: A natural sense of responsibility and commitment to task completion. - Teamwork: A strong team-oriented approach to effectively share workloads and co-work issues. - Attitude: Positive energy, enthusiasm, and a contribution to overall team morale. - Growth: Curiosity, openness to continuous learning, and resilience when faced with challenges.
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