Technical Support Representative
Helpware
Junior Technical Support Engineer – CPaaS
8x8
full-time
Posted on:
Location Type: Office
Location: Cebu • 🇵🇭 Philippines
Visit company websiteJob Level
Junior
Tech Stack
CloudSQLUnix
About the role
- Provide reactive and proactive customer support to ensure the best quality of service
- Address customer service desk queries and collaborates with our technical teams on more complex queries
- Monitor, resolve and escalate cloud infrastructure-related issues
- Interact with our customers’ and partners’ developers and support teams to resolve service delivery problems
- Perform daily checks, troubleshooting, and testing to ensure full availability of our APIs and services
- Work cross-functionally with Engineering, Product, Sales and Procurement teams to improve products and processes
Requirements
- 1-5 years of experience in professional technical support, systems administration, NOC or Operations role
- Familiar with troubleshooting and resolving QoS (Quality of Service) related issues
- Experience in supporting SMS, ChatApps, Voice or Video in an Operational environment is an advantage
- Basic SQL and Unix skills will be preferred
- Experience working in a changing and fast-paced environment
- Excellent judgment to prioritize customer issues based on their urgency and severity
- The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation
- Fluency in English – written and verbal
- A great team player with excellent communication skills
- Strong analytical, problem solving & multitasking skills
Benefits
- Equal employment opportunities (EEO) to all employees and applicants
- Reasonable accommodation to individuals with disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportsystems administrationNOCoperationstroubleshootingQuality of ServiceSQLUnixAPI monitoringservice delivery
Soft skills
judgmentcommunicationteam playeranalytical skillsproblem solvingmultitaskingcustomer issue evaluationdocumentationcollaborationprioritization