Tier 1 Tech Engineer
Description For Tier 1 Tech Engineer
Staff4Me is seeking a Tier 1 Tech Engineer to serve as the first line of support for technical issues encountered by customers and internal teams. This role is crucial in providing excellent customer service through troubleshooting, diagnosing, and resolving common technical problems. The ideal candidate will work from our Cebu office, utilizing established procedures and tools to deliver timely and efficient support. This position offers an excellent opportunity for growth in a dynamic, multicultural environment with comprehensive training and development programs. The role involves direct interaction with customers through multiple channels while collaborating with higher-tier engineers for complex issue resolution. We provide competitive compensation and a supportive environment focused on professional development. Join our team to build your career in technical support while making a real impact on customer satisfaction.
Responsibilities For Tier 1 Tech Engineer
- Respond to technical support requests via phone, email, and chat channels
- Assess customer issues and provide immediate assistance or escalate as needed
- Document and track all support interactions in the ticketing system
- Maintain a strong understanding of our products and services to provide effective solutions
- Collaborate with Tier 2 and Tier 3 Engineers for complex issue resolution
- Assist in maintaining and updating technical documentation and knowledge base articles
- Participate in ongoing training sessions to enhance technical skills and service quality
- Follow up to ensure issues have been resolved to customer satisfaction
Requirements For Tier 1 Tech Engineer
- Experience in a technical support role or customer service environment is preferred
- Strong troubleshooting and problem-solving skills
- Excellent communication skills, both verbal and written
- Basic understanding of networking concepts and technologies
- Ability to work in a fast-paced environment and adapt to changing priorities
Benefits For Tier 1 Tech Engineer
- Competitive salary and benefits package
- Opportunity for growth and career development
- Training and support to enhance technical and customer service skills
- Work in a dynamic and multicultural environment
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