Cebu, Philippines

Technical Support Engineer

  • Job Category: Operations

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 Jakarta office. You should be ready to be part of a 24/7 shift which will ensure top quality services for our customers.

Main Responsibilities

  • 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 collaborate 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 prioritise 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

Bonus points

  • 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

Personality traits

  • 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

Remuneration

Competitive salary with attractive bonus

Application

Please send an application letter and your resume to careers-operations@wavecell.com with Subject containing: “Technical Support Associate”.

www.wavecell.com

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  • Singapore (HQ)
  • Philippines
  • Indonesia
  • Thailand
  • Hong Kong
Wavecell Pte. Ltd. Singapore
18 Cross Street
#09-01, China Square Central
Singapore 048423
Tel: +65 6221 1521
Fax: +65 6227 9038
Wavecell Inc. Philippines
BGC Corporate Center, 24th Floor 30th Street, Corner 11th Ave, Taguig
1634 Metro Manila
Philippines
Tel: +632 790-0147
PT. Wavecell Solutions Indonesia
Freeware Suites
Equity Tower, 18th floor
Sudirman Central Business District Lot 9
Jl. Jendral Sudirman Kav. 52-53
Jakarta 12190
Indonesia
Wavecell Co., Ltd. Thailand
NST Building
281/19-23 Silom Soi 1, Silom Road, Bangrak, Bangkok, 10500, Thailand
Wavecell Pte. Ltd. Hong Kong
Unit 603, 6/F, Office Tower 1 Admiralty Centre
18 Harcourt Road
Admiralty
Hong Kong