support Engineer - remote role in philippinesNobel

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Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that.
What the mind can believe we can achieve! We are driven by our values and one of #Nobel values teaches us that together we can achieve greatness.
Don't worry if you are at the beginning or remote working. Our Buddy program will help you all the way to the onboarding.
Responsibilities:
Provides phone, email and portal support to NobelBiz customers
Provides help and technical information regarding customers and customers setups to other internal departments in order to solve customer service requests or enquiries
Creates, solves and documents solutions for customer tickets/requests within SLAs timeframes and in accordance with the support process
Create documentation and procedures for support related tasks
Creates FAQ pages for customers which can serve as a guide for customer on using Nobelbiz Services
Network and systems monitoring with the help of monitoring tool and alerts
Works together with the other departments to achieve the operations goals
Provides training to customers for our NobelBiz CCS platforms and other Nobelbiz products
Learning new technical skills and learning department procedures
Stay up to date with all the current & new NobelBiz products, features and services. Stay up to date with new compliance rules, industry changes and new technologies
Requirements:
Minimum 1.5 years work experience in a previous technical support position
Fluent English skills are required; additional languages are a plus
Strong analytical and troubleshooting skills with attention to detail
Excellent communication skills (written and oral)
Self-starter, resourceful, proactive
Strong customer focus
Must be able to cope under pressure and work to stringent timelines
Ability to address and resolve time-sensitive issues and meet work deadlines
Good SQL skills (Microsoft or/and MySQL) to query production databases. SQL Certification is a plus (running queries, setups jobs and stored procedures)
Good understanding Telephony/Voip environments: SIP, WebRTC, troubleshooting call connectivity/quality, media gateways, and SBC devices - previous experience with telephony system or certifications will be considered a plus
Basic understanding of cloud technologies (i.e. AWS)
Basic Programing/scripting skills (.NET, JavaScript, HTML)
Basic knowledge of Microsoft Windows Server operating systems
Basic knowledge Linux/Unix OS
Knowledge of Microsoft Office suite
Experience supporting (technical level) contact center environments (or at least experience in a support/engineering position)
Good knowledge of contact center technologies and industry (or telecom industry and technologies)
Possession of designated system/technologies certifications would be considered an advantage
What we offer:
International company with international mindset
Unique team spirit and informal work environment
Training opportunities and career growth program
Work with talented and collaborative coworkers who will support you and help you grow
Additional perks as part of our culture: parties, team buildings, diverse Fun at Work activities every month.
Nobel

Manila City, Metro Manila
Permanent
Full-time