field Support specialistBTCPower Cebu Inc.

FIELD SUPPORT SPECIALIST
 
JOB SUMMARY:
 
The Field Support Specialist plays a critical role in the day-to-day operations of the Field Service team by providing a Scope of Work for technicians servicing different products.
 
A. ESSENTIAL DUTIES and RESPONSIBILITIES
Investigate and review cases in the Triage Queue and validate customer reported issues reason on the chargers.
Review charger logs from the machine or from online database to investigate reported issues.
Create SOWs based on investigative findings utilizing all the provided BOMs and Matrixes on the BTC database and ensuring accurate steps and correct IPNs.
Work closely with CSR and other teams to resolve technical issues.
Accept call overflows from front line tech support reps.
Participate and contribute to continuous improvement and training initiatives to maintain the highest standards of technical expertise in the industry.
Other duties as assigned.
B. JOB SPECIFICATIONS
 
I. Educational Background:
Bachelor's degree holder preferably in Management, IT, or Engineering.
II. Experience:
At least 3 years experience in the industry in relation to the above duties and responsibilities
III. Knowledge, Skills, and Attitude:
Strong drive for results and exhibit passion and enthusiasm to get things done.
Excellent analytical and problem-solving skills,
Efficiently carry out tasks independently and generate accurate, high-quality SOWs.
Proactive self-starter with a strong sense of urgency when meeting tasks and deadlines.
Good communication skills to proficiently communicate ideas and influence both internal and external shareholders.
Interpersonally savvy and able to collaborate with people at any level.