Deskripsi Pekerjaan
Are you a problem-solving expert ready to take your career to the next level? Foundever is currently seeking a Subject Matter Expert (SME) for our Tech Account in Pasig. In this high-impact role, you will serve as the technical authority, handling complex inquiries and ensuring our clients receive top-tier support. If you have a deep understanding of technology and excellent communication skills, we want to hear from you!
As an SME, you will not just answer calls; you will analyze trends, document knowledge base articles, and mentor junior team members. Join a dynamic team where your expertise is valued and your growth is prioritized. Apply today to become a key player in our technical support operations.
Tanggung Jawab
- Provide advanced technical troubleshooting and support for complex client issues via phone, email, and chat.
- Act as the Subject Matter Expert (SME) for specific technical products or systems, handling Tier 2 and Tier 3 queries.
- Analyze root causes of technical problems and propose long-term solutions to prevent recurrence.
- Maintain and update the internal knowledge base with accurate technical documentation and FAQs.
- Collaborate closely with product development and engineering teams to escalate bugs and feature requests.
- Mentor and guide junior support agents to improve overall team performance and technical knowledge.
- Monitor call quality metrics and strive for excellence in customer satisfaction scores (CSAT).
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 2-4 years of experience in Technical Support, IT Help Desk, or Call Center operations.
- Strong understanding of hardware, software, and network troubleshooting.
- Excellent verbal and written communication skills in English.
- Ability to work on-site in Pasig City, Metro Manila.
- Proven ability to handle pressure and meet performance targets in a fast-paced environment.
- Self-motivated with a customer-centric approach to service delivery.