T

Technology Engineer

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Job Description - Technology Engineer

I. PURPOSE



  • Responsible for providing exceptional customer service and technical support for customers by trouble shooting hardware and software issues

  • Evaluating customer concerns and resolving problems to 100% customer satisfaction

  • Responsible for providing technical expertise within a team focused on the implementation and support of products and services of a project.

  • Updates job knowledge by participating in educational opportunities such as training for both local and abroad.

  • Coordinates with the other groups to ensure tasks to fulfill is aligned

  • Provides detailed activity report and root caused analysis for the customer



II.      DUTIES AND RESPONSIBILITIES



  1. 1. CUSTOMER:



  • Provide resolution of the problem based on the given SLA

  • Provide implementation based on the required design architecture

  • Train customer for the product application as required

  • Maintains a professional approach in dealing with customers

  • Discuss project requirements and expectations




  1. OWN GROUP:



  • Update team for the activity during client visit which include the root cause of the problem, resolution, and recommendation.

  • Contributes to team effort by accomplishing results as needed




  1. OTHER GROUP WITHIN Trends:

  2. Sales Group



  • Update Account Manager for the activity during client visit which include the root cause of the problem, resolution, and recommendation.

  • Update Account Manager of the required next steps to fulfill activities for the client



  1. Service Desk



  • Update Service Desk for the activity during client visit which include the root cause of the problem, resolution, and recommendation.


 



  1. CORPORATE:



  • Comply with Trends Rules and Regulations as prescribed in the Employees Handbook specially on the following:

    • Attendance

    • Punctuality

    • Dress Code

    • Destruction of company property



  • Respect to co-workers, management, and member of the Board of Director

  • Perform all other duties and tasks as assigned by the Lead, Manager or Head


 


III.    QUALIFICATIONS


A.    Minimum Education



  • Graduate of any of the following:

    1. BS Electronic Engineering

    2. BS Computer Science

    3. BS Information Technology




B.    Minimum Experience/Training



  • At least 5 years of relevant experience in Call Center Application (dialer/recording/acd/wfo) is a plus

  • Completed and passed the Cadetship Training Program


C.    Competency



  • Knowledgeable in telephony such Alcatel, others ALE Applications.

  • AudioCodes knowledge or other dialer and call recording is advantage

  • Basic knowledge in programming and application integrations.

  • Computer literate and proficient in:

    • MS Word

    • MS Excel

    • MS Power Point Presentation

    • Any Email software

    • Visio



  • Competent in English language (written and oral)

Original job Technology Engineer posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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