We are looking for a Technical Support Associate to take part in the operations of our real-time communication services. You will be part of the Operations team, building the real-time communication services of the future. We need a service-oriented individual with strong technical support skills to join our team in our Cebu office. You should be ready to be part of a 24/7 shift which will ensure top quality services for our customers.
- Getting things done to provide customer satisfaction and top quality service
- Provide reactive and pro-active customer support to ensure the best quality of services
- Address customer helpdesk queries rapidly and collaborates with our technical team on more complex queries
- Interact with our customers’ and partners’ developers, architects and support to resolve complex problems
- Monitor, analyze and optimize the service quality
- Work cross-functionally with Engineering, Product Management, and Sales teams.
Desired Skills and experience
- Interest or have experience in technical support, working on / supporting user-facing systems, building scalable, highly available services
- Troubleshooting and resolving QoS (Quality of Service) issues
- Working with team members in different geographic locations and time-zones
- Fluency in English – written and verbal, Fluency in other Asian languages (e.g. Bahasa Indonesia, Vietnamese, Chinese or Thai, etc.) is advantageous.
- Excellent judgment to prioritize customer issues based on their urgency and severity
- Experience working in a changing and fast-paced startup environment
- The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation
- Basic knowledge of Linux, SQL and system administration
- Basic understanding of cloud infrastructure and SAAS technologies
- Interest in SMS technology, APIs, SMPP and understanding of Telecom
- Good communication skills
- Great team player
- Methodical and logical
- Strong analytical & multitasking skills
- Passionate. Persistent. Creative
- Problem solver
- Right tools for the right job
- Work on own initiative in a dynamic and fast-paced business environment
Competitive salary with attractive bonus
Please send an application letter and your resume to firstname.lastname@example.org with Subject containing: “Technical Support Associate”.