Support Engineer - Philippines
Makati, Manila
CX – Customer Support /
Full-time /
On-site
Sanas is revolutionizing the way we communicate with the world’s first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity. Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sets a gold standard. Our initial deployment is laser-focused on elevating the standards of customer experience centers. Testimonials from our partners reveal staggering double-digit improvements in mission-critical KPIs, coupled with boosts in CSAT and NPS. More than just a tool, our technology champions a bias-free workspace. This not only fosters a positive work environment but has also been instrumental in reducing employee attrition and curbing training expenditures.
Sanas is a 70-strong team, established in 2020. In this short span, we’ve successfully secured over $50 million in funding. Our innovation has been supported by the industry’s leading investors, including Insight Partners, Google Ventures, General Catalyst, Quiet Capital, and other influential investors. Our reputation is further solidified by collaborations with numerous Fortune 100 companies. With Sanas, you’re not just adopting a product; you’re investing in the future of communication.
A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
Responsibilties
- You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues concerning the severity.
Technical Skills:
- Windows Forms Application Knowledge: A strong understanding of Windows Forms application development and troubleshooting to assist customers with issues related to user interface, functionality, and performance.
- PowerShell Proficiency: Proficiency in PowerShell scripting to help customers with automation tasks, troubleshooting, and system administration tasks.
- Technical Troubleshooting: Strong troubleshooting skills to identify and resolve issues with Windows Forms applications and PowerShell scripts, including debugging, error analysis, and problem-solving. Experience in managing and troubleshooting Windows and Linux environments.
- Log Analysis: Excellent understanding and analysis of logs.
- System Knowledge: Extensive knowledge of Windows operating systems, hardware, software, and networking. Proficient in working with both Windows and Linux operating systems.
- Cloud Skills: Basic working knowledge of cloud technologies is a plus (Azure/AWS/GCP).
- Networking: Understanding of Active Directory, networking principles, and authorization/authentication concepts.
- Customer Service: Excellent customer service skills to provide prompt, friendly, and effective support to customers, understanding their needs, and providing appropriate solutions.
- Problem-solving: A logical and analytical approach to problem-solving, being able to analyze customer issues, identify root causes, and provide appropriate solutions or workarounds.
- Documentation: Good documentation skills to accurately record customer interactions, issues, and resolutions for future reference and knowledge base.
- Collaboration: The ability to collaborate with cross-functional teams, developers, and other support engineers to escalate and resolve complex customer issues.
- Continuous Learning: A commitment to constant learning and staying updated with the latest technologies, tools, and best practices related to Windows Forms applications and PowerShell scripting.
Soft Skills:
- Excellent Communication: Strong verbal and written communication skills to effectively interact with customers and provide clear explanations or instructions.
- Empathy and Patience: The ability to understand and empathize with customers' concerns, remaining patient and calm even in challenging situations.
- Active Listening: Actively listening to customers to fully understand their needs, questions, or issues before providing appropriate assistance.
- Problem-Solving: Strong problem-solving skills to identify and resolve customer issues efficiently and effectively.
- Product Knowledge: Thorough knowledge of the product or service is supported to provide accurate information and address customer inquiries.
- Time Management: The ability to manage multiple customer inquiries or issues simultaneously while maintaining quality and meeting response time targets.
- Adaptability: Being flexible and adaptable to different customer personalities, situations, and changing support processes.
- Technical Aptitude: Basic technical understanding to troubleshoot common software or hardware issues and provide initial technical support.
- Conflict Resolution: The ability to handle customer conflicts or difficult situations with diplomacy and professionalism, aiming for a satisfactory resolution.
- Customer Focus: A strong commitment to delivering exceptional customer service and ensuring customer satisfaction.
- Teamwork and Collaboration: The ability to collaborate effectively with cross-functional teams to resolve complex customer issues or escalate them when necessary.
- Attention to Detail: Being detail-oriented to accurately document customer interactions, issues, and resolutions for future reference.
- Continuous Learning: A willingness to continuously learn and stay updated on product knowledge, industry trends, and customer support best practices.
