Customer Support Technician - Tier 2 (Makati)

FUNCTIonAL OVERVIEW

The Customer Support Tier II Technician role is responsible for assisting Enseo customers in all aspects regarding their installed Enseo systems. In the role of Customer Support Technician at Enseo, you will be the first point of contact for inbound customer interactions as well as the internal liaison for that customer between other Enseo Teams.

RESPONSIBILITIES:

Establish a solid foundation and understanding of all Enseo tools and services in order to effectively troubleshoot issues as well as educate customers as well as end-users (Intermediate).Provide attentive, patient, dedicated, and innovative technical support to customers via phone, email, and/or chat and remote management software, in a timely and professional manner.Be proactive to raise issues of concern and/or problems to the team and coordinate internal support to resolve issues for customers.document and track all customer interactions in order to maintain accurate data records regarding specific issues and document findings and resolutions for additional knowledge base documentation within help desk management systems.Proactively notify and work with customers and end-users when monitored issues are detected.Retrieve, review, verify, collect, record, and update customer contact information and data.Perform other duties as assigned.

REQUIRED SKILLS:

PC literacy with strong competency in all Microsoft Office Suite programs is essentialPossess problem solving skills including the ability to troubleshoot hardware and software issues with clients and end-usersDemonstrate analytical skills by identifying and objectively evaluating innovative and alternative solutions to problemsExcellent verbal and written English communication skillsExcellent interpersonal and customer service skillsExcellent organizational skills and attention to detailExcellent time management skills with a proven ability to meet deadlinesAbility to multi-taskAbility to function well in a high-paced and at times stressful environmentAbility to use independent judgment in resolving various issuesAbility to collaborate with team members and other departments

EDUCATION/EXPERIENCE:

Education: High School Diploma and Vocational training in IT or electronics.

Experience:   2 -3 years of Technical Help Desk or Customer Support

Knowledge: 

Knowledge of general IT, networking concepts, network fundamentals

o  Preferred industry certifications include CCNP or CCNA, CompTIA A+ or CompTIA Network+

Knowledge of RF CATV networkKnowledge of satellite technology is preferredBilingual (Spanish and English) is a plus