Chinese TSR (Semiconductor) Lapu-Lapu City, Philippines
Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of the world's largest supplier of semiconductor test equipment for logic, RF, analog, power, mixed-signal and memory technologies and deliver test solutions to developers and manufacturers of a broad range of integrated circuits, packaged separately or integrated as cells in system-on-a-chip (SOC) devices. The company is based in Lapu-Lapu City, Cebu.
Job summary:
The Technical Support Representative is the primary interface for customers contacting the center for hardware and software support and complaints. They are responsible in synthesizing both internal and external feedback and turns it into actionable items, leads the corrective actions, supports teams, and projects that will deliver solutions and issues for the customers. Works with the Technical Customer Support organization and other appropriate groups to ensure customer satisfaction on key accounts.
Main responsibilities:
- Primary responsibility is to provide technical support to customer inquiries ranging from hardware, software applications and operating systems following a multi-tiered approach
- This includes managing the daily workload through an incident tracking system:
- Resolve customer and field reported faults, queries, and complaints at first point of contact using the tools and systems provided.
- Adheres to the Incident Reporting and Escalation system and procedures
- Contributes to meeting the team goals, metrics, and key performance indicators
Job Requirements:
- Bachelor's degree preferably in Technical or Engineering (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics or related) field with minimum 1-year technical experience
- Fresh graduates are welcome to apply. Previous experience in a customer support role is a plus
- Excellent phone, verbal, and written communication skills in Chinese
- Knowledgeable with Microsoft Office package (PowerPoint, Excel, Word), Basic knowledge of web technology, email, and the internet
- Keen to details
- Demonstrate excellent workload management skills
- Flexibility with supporting "on-call" after hours support and shifting schedules based on customer demand and/or group manpower shortages
