Customer Service Engineer

Total Information Management Corp.; Cavite City; On-site; PHP 210,000 - 330,000; Full time

Job summary

Total Information Management Corp. is seeking a Customer Service Engineer to be the primary contact for customers, logging and coordinating incidents with internal teams. The role emphasizes timely communication, SLA adherence, and delivering professional, customer-focused service throughout the ticket lifecycle.

Fresh graduates are welcome to apply. Applicants should have at least 1 year of customer service experience and a basic understanding of ITIL/ITSM IT service life cycle.

Qualifications

• Bachelor's degree in Computer Science, IT or related field.
• At least 1 year of customer service/service desk experience.
• Fresh graduates are welcome to apply.
• Basic understanding of ITIL/ITSM IT Service Life Cycle.
• Familiar with ITSM Principles.
• Strong communication and presentation skills.

Responsibilities

• Tier 1 Technical Support: Respond to and resolve customer inquiries via email, phone, and chat; basic troubleshooting for IT infrastructure and VAS services.
• Ticket Monitoring and Management: Manage and track customer tickets to meet SLAs; escalation when needed.
• Issue Diagnosis and Resolution: Provide first-line troubleshooting for network devices and managed IT services.
• Customer Communication: Provide clear, timely updates on ticket status and resolutions.
• Collaboration with Support Team: Work with other technical support members to ensure seamless support.

Skills

Strong communication

Presentation skills

ITIL/ITSM knowledge

Customer service

Education

Bachelor's degree in Computer Science/IT or related field

Job description

Job Summary:

The Customer Service Engineer serves as the primary point of contact for customers, ensuring that incidents and service requests are accurately logged, categorized, monitored, and coordinated with the appropriate internal support teams. He/She will be responsible for maintaining timely customer communication, monitoring ticket progress, ensuring compliance with Service Level Agreements (SLAs), and delivering a seamless customer experience through professional, responsive, and customer-focused service throughout the ticket lifecycle.

Duties and Responsibilities:

• Tier 1 Technical Support: Respond to and resolve customer inquiries related to managed services via email, phone, and chat. This includes basic troubleshooting and providing support on IT infrastructure and any other VAS(WAF, Cloud Services, DDoS, etc) that the company may see fit.




• Ticket Monitoring and Management: Efficiently manage, monitor, and track customer tickets in the ticketing system, ensuring that all inquiries are addressed within agreed-upon service levels. Escalate issues to higher tiers of support as needed.




• Issue Diagnosis and Resolution: Provide first-line troubleshooting for technical issues, primarily related to network devices, connectivity, and other managed IT services.




• Customer Communication: Maintain clear and professional communication with customers, providing updates on ticket statuses and resolutions. Ensure that customers’ concerns are handled promptly and effectively.




• Collaboration with Support Team: Work closely with other members of the technical support team to ensure a seamless support

Qualifications:

• Bachelor's degree in Computer Science, IT or any related field




• With at least 1 year of customer service/service desk experience




• Fresh graduates are welcome to apply.




• Basic understanding of ITIL/ITSM IT Service Life Cycle




• Familiar with ITSM Principles




• Strong communication and presentation skills