Customer Success Engineer – Tier 1

Jobtailor; Mabalacat; On-site; PHP 223,200 - 390,600; Full time

Job summary

Jobtailor in the Philippines seeks a proactive Technical Support Specialist with 1-2 years of relevant experience. You will address customer inquiries, perform basic troubleshooting, log tickets, and escalate complex cases when needed.

The role emphasizes empathy, clear communication, and efficient multitasking in a fast-paced environment. Ideal candidates show strong analytical skills, problem-solving capability, and a proactive approach to delivering satisfactory resolutions while maintaining

Qualifications

• 1-2 years of experience in similar positions such as technical support, helpdesk representative, desktop support, or IT service management preferred.
• Proficiency in ticketing management tools is an advantage.
• Strong analytical and problem‑solving skills.
• Creative approach to finding solutions.
• Excellent customer service orientation with empathy and patience.
• Effective time management and multitasking in a fast‑paced environment.

Responsibilities

• Address customer inquiries and issues, providing initial troubleshooting.
• Log and track customer issues using a ticketing system.
• Collect detailed information from customers to accurately understand their problems.
• Resolve basic technical issues or escalates complex cases to higher‑level support.
• Provide feedback to customers on their queries and ensure satisfactory resolution.

Skills

Customer service

Analytical skills

Problem-solving

Empathy

Time management

Tools

Ticketing systems

Job description

Responsibilities

• Address customer inquiries and issues, providing initial troubleshooting.
• Log and track customer issues using a ticketing system.
• Collect detailed information from customers to accurately understand their problems.
• Resolve basic technical issues or escalates complex cases to higher‑level support.
• Provide feedback to customers on their queries and ensure satisfactory resolution.

Requirements

• 1-2 years of experience in similar positions such as technical support, helpdesk representative, desktop support, or IT service management preferred.
• Proficiency in ticketing management tools is an advantage.
• Strong analytical and problem‑solving skills.
• Creative approach to finding solutions.
• Excellent customer service orientation with empathy and patience.
• Effective time management and multitasking in a fast‑paced environment.

Core Competencies

Demonstrates proficiency in customer support and technical troubleshooting, with a strong focus on effective communication and problem resolution. Capable of managing customer inquiries and utilizing ticketing systems to track and resolve issues efficiently.