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)