Offer summary

Qualifications:

Strong knowledge of Linux operating systems and troubleshooting techniques., Excellent problem-solving skills and ability to work under pressure., Experience in technical support or customer service roles is preferred., Familiarity with ticketing systems and service level agreements (SLAs)..

Key responsabilities:

Provide prompt and effective technical support to customers, troubleshooting issues related to products and services.

Document customer issues in the ticketing system for tracking and improvement purposes.

Monitor service metrics and key performance indicators to enhance ticket resolution processes.

Collaborate with customer success, product, and engineering teams to deliver comprehensive solutions.

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our Client is a leading and award-winning hardware-based software company dedicated to developing advanced solutions and building essential tools for the modern textile factory. With a focus on AI-driven technology, Client empowers textile manufacturers to optimize operations, enhance quality control, boost sustainability, and streamline supply chain processes. We are revolutionizing the textile industry with our comprehensive suite of tools. These tools enable manufacturers to unlock their full potential and thrive in an increasingly competitive landscape.

About the Role

We are seeking a highly motivated and skilled Technical Support Specialist to join our team and contribute to our mission. If you are passionate about providing top-notch technical assistance, have excellent problem-solving skills and are eager to help drive our clients growth, this position offers an exciting opportunity to further develop your career in a dynamic and mission-driven environment!

What You’ll Do

Provide prompt and effective technical support to customers, assisting with troubleshooting and resolving issues related to our products and services;
Ensure that customer inquiries and concerns are addressed promptly and in accordance with our service level agreements (SLAs);
Document customer issues comprehensively in our ticketing system for tracking purposes and to identify opportunities for improvement;
Monitor and analyze service metrics, thresholds, and key performance indicators to optimize our ticket resolution process;
Implement and adhere to Technical Support processes, policies, and tools documentation, contributing to their continuous improvement;
Collaborate closely with our customer success, product, and engineering teams to provide comprehensive solutions to customer needs.

Required profile