Technical Support Agent
Job Location:
Makati City - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Technical Support Agent is responsible for diagnosis troubleshooting escalating to the engineering team and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting power management and system updates to more complex issues such as advanced VPN custom network configurations and advanced support for our installer partners. The technical support channels include phone calls messaging platforms and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting.
Responsibilities:
- Handling customer technical support cases through telephone webchat and email submission
- Evaluating networking system and security systems through assessing compatibility of hardware with existing programs
- Troubleshooting networks switches routers and network performance issues.
- Maintain client confidence by keeping their information confidential
- Update CRM tickets and manage escalations to the engineering team
- Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel.
- Evening and Weekend availability is required
- 3 years of tech support experience
- Experience with remote troubleshooting
- Experience with HubSpot or similar CRM
- Help desk/Technical: 3 years
- 1 year experience with Power Over Ethernet (POE)
- 3 years of experience with advanced networking concepts: IPv4 IPv6 WiFi 2.4ghz and 5GHz VPN POE
- Experience with Linux-based operating systems
- Earn up to 65000
All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin ethnicity age disability marital status or any other characteristic protected by law.
Genfinity as an Equal Opportunity Employer believes in each persons potential and well help you achieve yours.
All information will be kept confidential according to EEO guidelines.
Privacy Notice & Consent
We value your privacy. By submitting your information through this form you are applying for a position at Genfinity Philippines Inc. and voluntarily providing personal information including your name contact details and resume.
This information will be collected and processed solely for recruitment purposes including evaluating your qualifications assessing your skills verifying your background and contacting you about your application. As part of the recruitment process identity verification may be conducted at a later stage i.e. post-offer stage which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the Data Privacy Act of 2012.
You have the right to access correct or withdraw your data at any time. For more information please refer to our Privacy Policy or contact our Data Protection Team at .
By submitting this form I acknowledge that I have read and understood the above Privacy Notice and hereby give my free informed and voluntary consent to the collection and processing of my personal information by Genfinity Philippines Inc. for recruitment purposes.
Required Experience:
Senior IC
