Consumer Engineer – Level 2
Job Description
- Handle cases received from level 1 Consumer support engineers as well as internal escalations from partners, resellers and business unit managers. Handle escalated cases that needs prioritization and immediate resolution
- Provide answers, guidance and help to level 1 Consumer support engineers in resolution of (difficult) subscriber questions and problems using S-I-R (Symptoms - Issue – Resolution) format
- Assist in call-deflection activities such as analysis of information collected from the L1 Consumer support engineers, report analysis to Service Delivery Team Leaders and Managers, L3 support engineers and Support Readiness.
- Works closely with Level 3 Consumer support engineers and Support Readiness Product Development Life Cycle (PDLC) experts in identifying and resolving the product issues during sustain activities and work with Support Readiness Product Expert to provide workarounds and solutions to product bugs and new features implementation.
- Train/Coach Level 1 Consumer support engineers in solving known issues through Frequent Technical Sharing
- Conduct product, platform, network technology and other relative knowledge training to Level I support engineers as needed. Work closely with the Support Readiness Training & QA team to continuously develop and improve on existing training materials for the Service Delivery team.
Qualifications
- Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Engineering, Computer Science/Information Technology or equivalent.
- Minimum of 1.5 year experience in support operations.
- Team player, strong self-confidence and ability to work with minimum supervision.
- Excellent written and spoken communication skills.
- Strong analytical and problem resolution skills.
- Strong customer service and technical skills.
- Must have personal commitment to improving one's own knowledge and skills.
- Excellent cross-functional team coordination skills
- Able to manage tasks with minimum supervision.
- Microsoft Certified Professional is Preferred
- Strong knowledge in one or more of the following areas of technology is required: Desktop operating systems (Windows 2000, Windows XP and Windows Vista), Basic Networking Skills, firewalls, and Basic Knowledge on Malwares.
To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph
