Technical Engagement Specialist
Technical Engagement Specialist
Posted on :
23-11-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Jobs by Experience
4-5years
Monthly Salary
80000 - 100000
Vacancy
1 Vacancy
Posted on :
23-11-2024
Job Description
This is a remote position.
SUMMARY
This role will be responsible for providing support to the company s Engagement Team. The successful candidate will act as a technical liaison addressing customer needs by managing inquiries researching solutions generating quotes and improving processes. They will handle ticket triaging collaborate with partners support technical research and participate in training and projects while ensuring efficient communication and task organization.
JOB RESPONSIBILITIES
Act as a technical liaison between the Engagement Manager external vendors and internal business partners to ensure customer needs are addressed bringing in the right resources at the right time. This includes keeping the Engagement Manager informed and communicating with them as needed.
Respond to client inquiries in a timely manner. Client inquiries will be sent to the centralized board and worked off from there. These inquiries include but are not limited to:
o Basic hardware requests (PCs firewalls etc.)
o Software solutions (Microsoft licensing hosted backup etc.)
o Managed services
Research technical solutions with multiple distributors and generate quotes.
Make recommendations for changes to processes/procedures where appropriate.
Keep all board tickets updated and organized.
Triage all incoming tickets 23 times per day communicating back with internal resources or clients to confirm ticket receipt and provide an estimated date/time of completion.
Coordinate with ADNET s business and technology partners to register opportunities and participate in sales reward programs.
Collaborate at the direction of the Engagement Manager to perform technical research for the benefit of our clients.
Participate in online training programs where appropriate to further advance technical knowledge and skills.
Participate in special projects that support organizational needs effectively assessing and communicating business impacts.
Attend and participate in all required company training and meetings.
Perform other related duties as assigned by the direct supervisor.
Requirements
QUALIFICATIONS
- Bachelor s degree in a business or technologyrelated field or an equivalent combination of education and experience.
- Working knowledge of CRM HubSpot and/or ConnectWise software preferred.
- Understanding of Managed Service Provider (MSP) organizational processes and systems preferred.
- Proficient in MS Office including Outlook Word Excel PowerPoint and Microsoft Teams.
- Knowledge of computer components (hard drive RAM processor etc.).
- Basic understanding of network components (firewall switch access points).
- Strong problemsolving strategic thinking and decisionmaking skills.
- Ability to work independently and as part of a team prioritize tasks and manage multiple projects simultaneously.
- Strong customer service orientation and a commitment to delivering highquality solutions.
JOB REQUIREMENTS
- Should be willing to accept a longterm workfromhome arrangement.
- Should be amenable to a permanent night shift schedule.
Benefits
Benefits
- Full Philippine Statutory Benefits
- 13th month Pay
- De Minimis Allowance
- Night shift differential pay
- PTO
- Health insurance
- Life insurance (maximum of PHP 3M coverage)
- Equipment
At least 5 years of proven experience in customer success, account management, or a related role. At least 3 years handling U.S. clients. Understanding of the nonprofit sector and its unique challenges. Excellent communication and interpersonal skills. Comfortable meeting and communicating with C-level executives. Ability to prioritize and manage multiple tasks while maintaining attention to detail. Technical aptitude and the ability to quickly grasp new technologies. Strong problem-solving and decision-making skills. Strong leadership and mentoring skills, with the ability to guide and support junior team members. Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously. Strong customer service orientation and a commitment to delivering highquality solutions.
Education
Graduate of any 4-year course
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
