Technical Support Engineer | helpdesk engineerZigZag Careers

About Us:
We are building a new support team, dedicated to creating an amazing customer experience. As the Client
Support Engineer, you will be focused on delivering that amazing experience through technical support. You will
enjoy communicating with our customers and helping them to solve technical issues. If you want to help create a
customer-centric support team, which prides itself on being the best, then this is the role for you.
Key Responsibilities
Own the customer "in-life" journey
Lead the resolution of technical issues, providing timely and complete analysis/ triage for the client request
and business needs
Manage our customers' expectations and experience in a way that puts the customer needs first
Take ownership of customer tickets through to resolution - including troubleshooting, internal
communication, and providing mentorship on recommended standard methodologies
Build knowledge base materials dedicated towards operational efficiency while also empowering and
enabling the greater support community.
Work with your team to improve the quality and efficiency of our customer support
Report support status and align with the SLA
Required Skills/Experience
Customer Centric way of working
2 years of experience in a Technical Support role
Proven analysis, troubleshooting, and problem-solving expertise
Ability to effectively prioritise and escalate customer issues as the need arises
Ability to multi-task and perform effectively under pressure
Excellent written and verbal communication skills
Comfortable interacting with other departments and management
Ability to communicate technical concepts clearly and effectively
Previous experience with Salesforce or any ticketing system
Understanding of API platform is an advantage
Familiarity with AWS is a plus
Familiarity or some experience in both the front-end web tier (JavaScript, HTML, CSS, and cross-browser
development) and back-end (Java or Ruby) software development CRM domain knowledge
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ZigZag Careers

Ortigas Center, Pasig City
Permanent
Full-time