Sr. Technical Support Engineer II

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a seasoned technical support professional to deliver high-quality hotline assistance. You will research and communicate recurring issues, coordinate RMAs, and escalate complex problems to engineers as needed.

The role requires a four-year degree and at least five years of relevant experience, including three years in a similar function. You will work with product documentation and support teams, sometimes on-site to resolve intricate solutions.

Qualifications

• Four year college degree or equivalent relevant experience.
• Minimum 5 years of functional experience including at least 3 years in a similar role.
• Experience in engineering support and product documentation.
• Ability to lead projects and coach junior staff.

Responsibilities

• Provide multi-level hot-line technical support to customers.
• Coordinate Return Material Authorization (RMA) processes.
• Develop tests and diagnostic procedures for support teams.
• Lead and mentor junior staff and collaborate with engineers.

Skills

Technical support

Escalation management

Customer service

Leadership / mentoring

Education

Four year college degree

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

Position Summary

Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue. Will refer problems of an unusual or complex, nature to university degreed engineers/Technical Solutions Professional. Associates in this job have technical knowledge typically acquired from a technical certification or Company training programs. Professionals levels typically have a university education in an engineering specialty. Provides engineering support to customers, customer support personnel and field support staff on systems and product issues. Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the fix. May be called on-site to assist in complex technical solutions. Creates tests, tools, and diagnostic procedures for use by product support personnel. May quality check technical product documentation.

What you bring to the role

Seasoned professional individual contributor. Works independently with limited supervision. May manage projects/processes. Coaches and reviews the work of lower level professionals. Problems faced are difficult and often complex. Influences others regarding policies, practices and procedures.

Provides solutions to a variety of complex technical and business matters. Will champion significant projects, programs and business initiatives using demonstrated creativity and ingenuity. May assist more junior staff members with aspects of their job.

Incumbents provide a leadership role for the work group through knowledge in his/her area of specialization. Generally free to determine work priorities based on general direction from managers.

Specialist in technical or business skills. Individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations. Four year college degree (or additional relevant experience in a related field). Minimum 5 years functional experience including a minimum of 3 years specific experience. Ability to make significant contribution to processes and systems.

• This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.