Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf on one of the world's renounced Academic Research Institute that provides learning and Education to people. This role is based in Makati City and requires a hybrid work setup.
Key Job Responsibilities
Technical Investigation
- Provide technical support to external customers and CUPA Sales and CS teams for one or more product groups - investigate issues to successful resolution and / or liaising with technical teams.
- Accepting the customer's issue and gathering the relevant technical information.
- Responsible for resolving basic customer issues.
- Analyse the symptoms of a technical problem to identify the underlying problem.
- Participate in review of issues with colleagues to recognise any widespread issues or potential critical customer situations that may not be evident from the outset.
- Identify issues and trends in technical support issues and escalate these through the appropriate channels.
- Make decisions on the next step of investigation based on the patterns of behaviour reported by the customer(s) and identifying the impact on other customers or functions. - including escalating to specialist or deeper level investigators as required.
- Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams. Communicate bug fixes to customers.
- Perform characterisation and troubleshooting activities.
- Populate Knowledge Repository with problem and solution info.
- Communicate status of the technical investigation to the customer.
- Mentor new team members as appropriate.
Voice of the Customer
- Participate in reviews of issues with other internal teams to improve future platform and service provision.
- Participate and plan appropriate training to ensure knowledge is gained in all relevant products and platforms.
- Continuously review product customer facing technical documentation and suggest (and where relevant add) improvements.
Processes and Incident Tracking Tool
- Manage, track and own technical support tickets in accordance with OLA's and SLA's.
- Identify and prioritise investigations and workload as outlined in guidelines.
- Use investigation tracking tool in accordance with guidelines, ensuring all aspects of an investigation are recorded and the correct and most relevant categories and options are selected.
Customer Communication
- Recognise the technical capabilities and understanding of the incident reporter and communicating at the relevant level of language, jargon, and detail accordingly.
- Utilising different mediums of communication that best suit the customer's needs.
- Working in accordance with the Technical Support best practices guidelines.
Additional Duties
- To carry out other duties which may be reasonably expected of you by your immediate manager or a senior director.
Key Job Qualification
- Previous experience in a technical support role and/or relevant technical diploma or degreequalification.
- JLPT N1 - N4 certified
- Excellent problem-solving skills and techniques.
- Excellent communication skills and ability to communicate with people at all technical levels.
- Able to multitask and prioritise their own workload.
- Able to work as part of a team and on their own initiative.
- Attention to detail.
- Able to work to tight deadlines.
- A self-starter with enthusiasm to learn and grow their experience.
- A positive and proactive attitude to contribute to continuous improvement suggestions and programs.
- A proven record to take on responsibility of issues and to have a strong sense of ownership of investigations.
