Consumer Engineer – Level 3
Job Description
- Handle cases received from level 2 Consumer support engineers as well as internal escalations from partners, resellers and business unit managers.
- Deliver high quality solutions of technical expertise to level 2 Consumer support engineers, partners, resellers and business unit managers quickly, courteously and cost-effectively.
- Primary point of support contact for Service Engineering Group (SEG) and Support Readiness Product Development Life Cycle (PDLC) experts during sustain activities and new features implementation.
- Conduct product, platform, network technology and other relative knowledge training to Level II 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.
- Provide answers to technical questions from the Consumer Support Team. Provides guidance, help and trouble-shooting guide to Level 2 Consumer support engineers in resolution of (difficult) subscriber questions and problems.
- Assist in call-deflection activities such as analysis of information collected by the support team, report analysis to Service Delivery Team Leader and Manager, Product Development Group (PDG), SEG and Support Readiness. `
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 years experience in support operations as a Level 2 support engineer.
- Team player, strong self-confidence and ability to work with minimum supervision
- Excellent written and spoken communication.
- Strong multi-tasking, analytical and problem resolution skills
- Willing to work flexible hours and/or report on night shifts in order to meet deliverables.
- Strong customer service and technical support skills.
- Candidate must have personal commitment to improving one's own knowledge and skills. Highly motivated to learn.
- Excellent cross-functional team coordination skills.
- Able to manage tasks and project schedule.
- 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
