Solutions Expert
Job Description
- Primary contact for collating and creating solutions that will be posted in the Consumer Support Portal.
- Coordinates with the different level in the Consumer team in terms of understanding the need of creating a solution (internal & external customers)
- Reviews existing solutions posted in the portal and removes out-dated solutions
- Coordinates with the KM team in streamlining the flow of the KB (search engine, results, etc.)
- Helps in the analysis of the call, email and chat drivers to create a solution or double check the existing solution
- Provides updates/reminders to the whole Consumer team in terms of the solutions posted in the portal
- Promotes the usage of the Knowledgebase
- Coordinates with the Technical Writer to ensure that the solutions are useful to both internal and external customers
Qualifications
- Bachelor degree in Computer Science, related field or equivalent experience.
- 1.5 or more years of software technical support, QA or development experience
- Proficient with operating systems including Microsoft windows.
- In-depth knowledge of firewall, router, DNS, proxy.
- Solid understanding of TCP/IP protocols and Internet architecture.
- Knowledge of SQL and relational database is a plus.
- Excellent analytical and problem solving skills.
- Very Good communication, presentation and customer service skill.
- A great team player and highly motivated to learn.
- Willing to work flexible hours in order to meet project schedule.
- Able to manage tasks and project schedule.
- Good to excellent cross-functional team coordination skills
To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph
