Technical Support Engineer - Troubleshooting & Escalations

Vertiv Co; Mandaluyong; On-site; PHP 360,000 - 540,000; Full time

Job summary

Vertiv Co in the Philippines is seeking a Technical Support Engineer to diagnose and resolve customer issues related to Vertiv product software and hardware. You will assist Sales and Field Agents, maintain knowledge content, and escalate complex problems to subject matter experts.

Responsibilities include triaging issues, communicating with customers by phone and digital channels, and contributing to the knowledge management system.

Qualifications

• Bachelor’s degree in information technology, computer science, computer engineering, electronics engineering or related technical field.
• 1 year of Customer Service Experience.
• Strong organizational skills with the ability to handle multiple tasks concurrently.
• Strong computer skills, including working knowledge of MS Office Suite.
• Highly detail-oriented with a critical degree of accuracy regarding problem-solving and analytical skills.
• Excellent time management and problem-solving skills
• Strong verbal and written communication skills.

Responsibilities

• Triage, troubleshoot, and resolve customer issues.
• Communicate to customers through the phone and digital medium to speed issue resolution.
• Assist Sales/Field Agents on technical issues relating to Vertiv product.
• Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines.
• Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system.
• Proactively shares information with customers to help avoid potential future issues.
• Position workarounds with customers in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome.
• Collaborate with subject matter experts to assist with the escalation process.
• Ability to convey details about all Vertiv product offerings to their peers on the customer side.

Skills

Customer service

Communication skills

Time management

Problem solving

Analytical skills

MS Office

Education

Bachelor’s degree in IT or related field

Tools

MS Office Suite

Oracle CRM

Smartsheet

SharePoint

Job description

Vertiv Co in the Philippines is seeking a Technical Support Engineer to diagnose and resolve customer issues related to Vertiv product software and hardware. You will assist Sales and Field Agents, maintain knowledge content, and escalate complex problems to subject matter experts.

Responsibilities include triaging issues, communicating with customers by phone and digital channels, and contributing to the knowledge management system.