Technical Support Specialist

SHIELD Foundry; Taguig; Hybrid; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Snacks and games

Game nights

Training programs

Team building activities

HMO coverage for you and dependent

Job summary

SHIELD Foundry is seeking a Technical Support Specialist to monitor, assess, and troubleshoot customer equipment issues, focusing on EV chargers, and to communicate effectively with customers and technicians using Five9 SoftPhone.

The role emphasizes proactive uptime monitoring, collaboration across teams, and meeting MTTA/MTTR targets in a hybrid work setup in the Philippines. Prior CSR/TSR BPO experience is a plus.

Qualifications

• Associate/Bachelor's degree or any relevant vocational course and/or relevant certifications
• Basic understanding of electrical concepts, including voltage, current, and power
• Experience managing wireless carriers, troubleshooting and provisioning/deactivation
• Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting
• Excellent verbal and written communication in English
• Amenable to working on shifting schedules
• Willing to work in a hybrid work arrangement

Responsibilities

• Diagnose and resolve customer issues related to EV chargers or elevate to manufacturers as needed
• Communicate with customers and technicians via Five9 SoftPhone
• Proactive monitoring of all equipment uptime and performance, and elevate manufacturers as needed
• Follow up with manufacturers, service providers, and internal teams on open tickets
• Meet client SLA targets for MTTA and MTTR on tickets, including emergency, crisis, VIP, and outage situations
• Collaborate with team members through daily stand-up meetings and other communication tools
• Consistently meet work and performance review expectations, ensuring high quality and productivity standards
• Collaborate efficiently with other internal and external teams to resolve open tickets
• Perform additional tasks as assigned

Skills

Excellent English communication

Attention to detail

Multi-tasking

Resilience in stressful situations

Ability to work independently or in a

CSR/TSR BPO experience

Education

Associate/Bachelor's degree or relevant vocational course/certifications

Tools

Five9 SoftPhone

Job description

As a Technical Support Specialist, you are responsible for the monitoring, assessing, and troubleshooting customer equipment issues in accordance with established standards.

You're a great fit for our technical support team if you possess excellent English communication skills, exceptional attention to detail with a knack for multi-tasking, resilience in navigating stressful situations, and ability to work independently or as part of a team. You are at an advantage if you have previous CSR/TSR BPO experience under your belt.

What we're looking for:

• Associate/Bachelor's degree or any relevant vocational course and/or relevant certifications
• Basic understanding of electrical concepts, including voltage, current, and power
• Experience managing wireless carriers, troubleshooting and provisioning/deactivation
• Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting
• Excellent verbal and written communication in English
• Amenable to working on shifting schedules
• Willing to work in a hybrid work arrangement
  

What you'll do:

• Diagnose and resolve customer issues related to EV chargers or elevate to manufacturers as needed
• Communicate with customers and technicians via Five9 SoftPhone
• Proactive monitoring of all equipment uptime and performance, and elevate manufacturers as needed
• Follow up with manufacturers, service providers, and internal teams on open tickets
• Meet client SLA targets for MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) on tickets, including emergency, crisis, VIP, and outage situations
• Collaborate with team members through daily stand-up meetings and other communication tools
• Consistently meet work and performance review expectations, ensuring high quality and productivity standards
• Collaborate efficiently with other internal and external teams to resolve open tickets
• Perform additional tasks as assigned

What you'll get:

You'll be working with teams based in Manila and in the US, all passionate about providing service excellence. Aside from awesome teammates, here are some perks you'll get:

• performance incentives
• the coolest workplace ever (snacks, foosball, Ping-Pong, beer-o-clock!, and many more!)
  
• game nights
• internal learning and training programs
• regular team building activities, both virtual and in-person
• HMO coverage for you and your dependent