IT
Unlike our competition, our tech support is not scripted. You are judged by how quickly you are able to solve our user’s problems. You’ll learn to solve our customer’s problems - from why their website isn’t loading, or how to get mail working on their Iphones or Androids, to why their website is visible from globe but not from PLDT. You’ll learn why mail is bouncing, or how to send really large chunks of files. You’ll learn to support every aspect of the products we carry, such as Google G Suite or Microsoft Office 365. You’ll learn to troubleshoot problems quickly. And if you are so inclined, we will give you the opportunity to parlay your career into software development or sales.
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Customer Support Specialist
Responsibilities:
- Provide excellent, professional and friendly support consistently via telephone, electronic help desk, chat, walk-in and other media.
- Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified issues.
- System monitoring and response.
- Compile reports on overall customer satisfaction.
- Utilize computer technology to handle high clients’ concerns on any media.
- In-depth understanding of core business of the Company.
- Efficiently handle the resolution of customer issues in minimal time.
- Handle any financial concerns with clients’ services.
- Maintain the customer incident tracking system (Zendesk) with regular updates and resolution details. Information to include causes, resolutions, actions and all relevant data.
- Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
- To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
- To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
- To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
- Participate in a shift and roster as necessary, to provide support coverage outside of standard business hours.
- Perform other related support duties, as required by the company.
- Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
Requirements:
- Strong technical skills and well versed in all common computer problems including e-mail client set-up, wireless networks, viruses, slow performance, and other errors.
- Has an understanding of shared, VPS, co-location and dedicated server hosting.
- Has a firm understanding of open source software such as WordPress, Drupal, Joomla, etc.
- Has knowledge on SSL services.
- Familiar with Payment Gateways (e.g. Paypal and Dragonpay)
- Willing to learn new skills and flexible enough to adapt to a dynamic working environment.
- Highly motivated and able to work independently.
- Can multitask without sacrificing the integrity of work.
- Take ownership for problems and follow through to resolution.
- Is able to quickly and efficiently handle web hosting related issues such as DNS, FTP, PHP-based errors, etc.
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System Administrator
We’re looking for an experienced systems administrator who’s eager to use and grow his or her technological skills on a worldwide stage.
In this role, the successful individual will protect our critical information, systems, and assets, build solutions, implement new software and hardware, provide training, and assist in the development of an overall IT strategy.
Requirements:
- Atleast 4-5 years of experience (With strong Linux experience) and configuration, such as Apache
- Solid knowledge of network protocols (TCP/IP), wiring (Cat5, Cat6 &, optic fiber), and infrastructure (switches, routers, and peripherals)
- Solid knowledge of server scripting (PowerShell, Perl), and web languages (PHP, JavaScript, HTML)
- Strong Knowledge of Virtualization concepts (LDOM, RHEV, KVM, VMWare, or equivalent)
- Experience with layer 1-3 network knowledge, preferably Vlans and Basic Routing is a huge plus.
- Experience in Network function virtualization.
- At least 1-year experience in Google Workspace and MS365
- Experience in performing maintenance tasks on AWS, SQL, PostgreSQL, etc.
- Strong knowledge of industry-standard network monitoring tools such as Nagios, Icinga, Cacti, Grafana, Influx, Logstash
- Server virtualization and containerization (VMware, Virtual Box, Docker, Kubernetes, KVM) on both private and public clouds (AWS, GCP, and others)
- Solid understanding of cPanel and other hosting programs
- Knowledge in webhosting such as Admin, Reseller, or intermediate users for Plesk cPanel, WHM, FTP, CMS (WordPress and others)
- Experience working on server virtualization and containerization on both private and public clouds.
- Experience in creating and developing scripted solutions (e.g., Ansible, Puppet, CFengine, Chef, Shell, Perl, Ruby, Python)
- ITIL, COMPTIA+, AWS, Linux/Virtualization, or any related certifications are plus factors
- Interpersonal and communication skills in both oral and written English, including the ability to prepare reports.
- Excellent people skills at all levels.
- Strong problem-solving and logic skills are required.
- Ability to develop, communicate, and implement plans when working on projects and tasks
- Ability to use creative problem-solving skills to address issues effectively and efficiently
- Ability to explain complex information in simple, clear terms to a non-IT person.
- Ability to multitask
- Detail-oriented and organized
- Can adapt to changing priorities to meet deadlines.
- Ability to work with various departments and foster teamwork.
- Ability to work independently with minimal supervision.
- Experience in developing and implementing proactive monitoring and alerting for critical infrastructure and services and in creating and developing scripted solutions.
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IT Specialist
Responsibilities:
- Installation & configuration of a company’s computer hardware operating systems and applications.
- Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.
- Logging the queries of customers and employees.
- Analysis of call logs in order to discover any underlying issues or trends.
- Diagnosing and solving hardware or software faults.
- Testing and evaluating new technology.
- Performing electrical safety checks on the company’s computer equipment.
- Responding to call-outs in a timely fashion.
- Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
- Maintain records of purchases, pricing, and other important data
- Review and analyze all vendors/suppliers, supply, and price options
- Develop plans for purchasing equipment, services, and supplies
- Negotiate the best deal for pricing and supply contracts
- Ensure that the products and supplies are high quality
- Maintain and update a list of suppliers and their qualifications, delivery times, and potential future development
- Work with team members and procurement manager to complete duties as needed
- Setting up accounts for new users
Requirements:
- Proven work experience as an IT Personnel, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
Customer Support Manager
Posted on: May 24, 2024
Full job description
We are seeking a skilled Customer Support Manager to join our dynamic team. Your primary responsibility will be ensuring our customers receive top-notch technical support. You'll work closely with our leadership team to create support manuals, manage a support team, and continuously improve our processes. If you're passionate about technology, a great leader, and love solving problems, we want you on our team.
Responsibilities:
- Collaborate with the COO, CEO, and existing team to develop and maintain comprehensive support/training manuals.
- Lead and manage a team responsible for effectively communicating technical product information to customers.
- Conduct weekly one-on-one calls with direct reports to provide feedback, guidance, and support.
- Perform regular system audits to analyze processes and identify opportunities for improvement.
- Ensure the quality assurance of support tickets and handle escalations for higher-level issues.
- Proactively suggest product improvements and solutions based on customer feedback and support tickets.
- Monitor day-to-day support team activities to ensure the highest level of service for our clients.
- Test and evaluate new technologies to enhance our support capabilities.
- Provide support in the form of procedural documentation to streamline processes and improve efficiency.
Skills
- Domain name and web hosting experience is essential.
- Previous experience in customer support within the same industry.
- Ability to coach, mentor, and develop training plans for customer support staff.
- Strong leadership skills and experience managing a team.
- Proficiency in CRM platforms such as Zendesk, as well as organizational tools like Slack.
- Excellent communication skills, including conducting weekly one-on-one calls.
- Experience working in a remote team environment and/or managing remote teams.
- Exceptional problem-solving skills and the ability to manage complex situations.
- Familiarity with SOPs (Standard Operating Procedures) and a love for organization and processes.
- Demonstrated capacity and desire for continuous, independent learning.
- Outstanding organization, time management, and follow-up skills.
Requirements:
Experience and familiarity with:
- Different top-level domains and country code top-level domains.
- Domain name, DNS, nameservers, DNSSEC, SPF, DKIM, etc.
- Web hosting software like WHMCS, cPanel, Plesk, etc.
- Linux, Windows AD, and Mac servers.
- MySQL, phpMyAdmin, PostgreSQL.
- Networking concepts, topologies, WiFi networks, routers, firewall.
- FTP, SFTP, SSH, Remote apps, etc.
- SSL installation and configuration.
- IMAP, POP3, SMTP, TLS/SSL, etc.
- CMS and E-commerce platforms such as WordPress, Drupal, Magento, etc.
- Cloud applications like AWS, Azure, Google Cloud, etc.
- Website builders like Weebly, Wix, WordPress, etc.
- Google Workspace, Microsoft 365, Split Delivery.
We look forward to reviewing your application and considering you for this role!
- Hybrid
- Location: Ortigas Center, Pasig
Benefits:
- Company Christmas gift
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
- Staff meals provided
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- 13th month salary
- Performance bonus
- Yearly bonus
Experience:
- CS Manager: 3 years (Required)
Item Link
Customer Support Specialist
Responsibilities:
- Provide excellent, professional, and friendly support consistently via telephone, electronic help desk, chat, walk-in, and other media.
- Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified issues.
- System monitoring and response.
- Compile reports on overall customer satisfaction.
- Utilize computer technology to handle high clients’ concerns on any media.
- In-depth understanding of the core business of the Company.
- Efficiently handle the resolution of customer issues in minimal time.
- Handle any financial concerns with clients’ services.
- Maintain the customer incident tracking system (Zendesk) with regular updates and resolution details. Information to include causes, resolutions, actions, and all relevant data.
- Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.
- To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
- To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
- To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
- Participate in a shift and roster to provide support coverage outside of standard business hours as necessary.
- Perform other related support duties, as required by the company.
- Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
Requirements:
- Strong technical skills and well versed in all common computer problems including e-mail client set-up, wireless networks, viruses, slow performance, and other errors.
- Has an understanding of shared, VPS, co-location, and dedicated server hosting.
- Has a firm understanding of open source software such as WordPress, Drupal, Joomla, etc.
- Has knowledge of SSL services.
- Familiar with Payment Gateways (e.g. Paypal and Dragonpay)
- Willing to learn new skills and flexible enough to adapt to a dynamic working environment.
- Highly motivated and able to work independently.
- Can multitask without sacrificing the integrity of work.
- Take ownership of problems and follow through to resolution.
- Has the ability to quickly and efficiently handle web hosting-related issues such as DNS, FTP, PHP-based errors, etc.
