customer solutions EngineerXilica Corporation

Joining Xilica as a Customer Solutions Engineer, you'll interact with resellers, distribution partners and key end-users around the world each day to surprise and delight, helping solve usability and technical tickets across our range of products and services.
To be successful in this role, you'll have broad experience across the AV industry, specifically in networked media transport, networking (and network security), audio signal management and, ideally, video-conferencing applications in the enterprise, education and/or government markets. You'll also have outstanding written and spoken English, be highly IT-literate, and display a service-first mentality.
What you'll do
Provide first-line technical support to resellers via phone, email, and chat;
Provide basic networking advice in support of Xilica's ecosystem of networked audio and control devices;
Examine partner or consultant specifications in using Xilica solutions for a given project with the end-user's experience in mind. Validate use, box-count, and identify possible optimizations or limitations;
Assist troubleshooting of third-party device integration and control systems by proving the soundness of network communication and Xilica's API;
Provide customers access to needed resources (software, firmware, training, FAQs, etc.) to quickly resolve the issue at hand;
Liaise with internal teams to contribute to and draw upon internal knowledge base;
Validate and reproduce bugs reported from the field and enter in Xilica's internal tracking system;
Accurately and completely collect and input customer and case data to CRM;
Filter and provide customer feedback to manager on feature requests, bug reports, product improvement, and general customer experiences;
Provide localized training on Xilica solutions (virtually and in person);
What you'll need
Minimum three (3) years experience working in a customer support/service role;
Minimum five (5) years working in the professional AV industry;
Experience with enterprise unified communications platforms such as Microsoft Teams, Zoom, WebEx, etc.
Methodical and highly logical approach to problem-solving;
Fluency in English (additional language preferred) - both written and spoken;
Experience with ERP, CRM and other enterprise-grade management information systems, such as Microsoft Dynamics, SAP, Oracle, or Salesforce;
Scripting/CS experience a bonus;
Demonstrates excellent organizational and interpersonal skills and is able to work effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate methods;
Ability to work independently and in a team environment;
Hunger for professional and personal growth;
Xilica is an Equal Opportunity Employer. This position is located in the National Capital Region, Philippines, but alternate ASEAN locations may be considered for the right candidate.
Powered by JazzHR
Xilica Corporation

Philippines
Permanent
Full-time