Technical Support Specialist

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 escalate to manufacturers as needed
• Communicate with customers and technicians via Five9 SoftPhone
• Proactive monitoring of all equipment uptime and performance, and escalate 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

Sounds great, right? Send us your CV and let's talk soon!