Senior Hypercare Solutions Engineer - Customer Impact Lead

Dormont Manufacturing Co; Manila; On-site; PHP 700,000 - 900,000; Full time

Benefits offered by this job

Company stocks

Annual merit increase based on performance

15% night shift differential pay

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

Internet and meal allowance while working from home

Employee Assistance Program

Job summary

Dormont Manufacturing Co is seeking a Solutions Engineer for the Hypercare team in Metro Manila, Philippines. This role requires at least 5 years of professional experience, where you will be the main contact for customer technical support and resolve high-impact technical cases.

The ideal candidate will have knowledge of PBX, VoIP, and strong communication skills. Benefits include company stocks, annual merit increases, and HMO with free dependents.

Qualifications

• At least 5 years of professional experience, with a minimum of 3 years in software support position.
• Knowledge of contact center operations.
• Willingness to travel.

Responsibilities

• Builds and maintains strong, long-lasting customer relationships.
• Clearly communicates the progress of weekly and monthly initiatives to stakeholders.
• Assists with high severity requests or issue escalations as needed.

Skills

PBX, ACD, CTI, VoIP and IVR applications

TCP/IP and OSI Model knowledge

Microsoft Office products

Excellent verbal and written communication skills

Technical writing and documentation

Time management skills

Customer relations handling

Education

BA/BS or equivalent experience

Job description

Dormont Manufacturing Co is seeking a Solutions Engineer for the Hypercare team in Metro Manila, Philippines. This role requires at least 5 years of professional experience, where you will be the main contact for customer technical support and resolve high-impact technical cases.

The ideal candidate will have knowledge of PBX, VoIP, and strong communication skills. Benefits include company stocks, annual merit increases, and HMO with free dependents.