Position Summary:
The Software Support Engineer is responsible for resolving customer requests within the Practice Protect platform in a professional and timely manner. This role emphasizes providing “fix on first call” solutions for reported issues.
Job Details:
Onsite | Eastwood, Libis
Monday to Friday | 6 AM to 3 PM PH Time
Responsibilities:
Ticket Resolution:
- Adhere to the company’s Service Delivery Guidelines, Policies, and KPIs.
- Resolve service tickets in alignment with client service level agreements (SLAs).
- Contact clients for further clarification or additional information when required.
- Manage client expectations throughout the ticket lifecycle.
Technical Support:
- Resolve first-level technical issues according to best practices and service delivery guidelines.
- Provide immediate solutions (“fix on first call”) when possible.
- Manage the entire lifecycle of service tickets in accordance with client SLAs.
- Communicate vital technical information via phone, email, or ConnectWise.
- Leverage internal resources for troubleshooting.
- Perform other ad-hoc tasks as needed.
Qualifications:
- Open to fresh graduates.
- Some understanding of MS365 Admin Centre and Google Workspace Admin.
- Solid grasp of operating systems, software, and devices.
- Familiarity with cloud computing.
- Troubleshooting and remote desktop support skills.
- Excellent organizational skills and flexibility.
- Confident in interacting with global clients.
- Eager to grow and learn new skills on the job.
- Ability to build rapport and foster key relationships.
- Proven ability to quickly learn new software and IT concepts.
- High level of commitment, professionalism, and composure under pressure.
- Self-motivated and comfortable working both independently and in a team.
Preferred Qualifications:
- Ideally, 2 years of IT/tech-related experience.
- Experience in IT, software, SaaS, or tech-related industries.
- Experience working with international companies or clients/BPO environments.