Job Information
Teradyne Technical Support Representative in Basak, Lapu-Lapu City, Philippines
The Technical Support Representative is the primary interface for customers contacting the center for hardware and software support and complaints. He/She is responsible in synthesizing both internal and external feedback and turns it into actionable items, leads the corrective actions, supports teams, and projects that will deliver solutions and issues for the customers. Works with the Technical Customer Support organization and other appropriate groups to ensure customer satisfaction on key accounts.
Business Hours: Monday - Sunday 24X7
Work Hours: 5 scheduled days which may include weekends, holidays, and on-call
Duties & Responsibilities:
The candidate must have strong communication and customer relationship skills.
Primary responsibility is to provide technical support to customer inquiries ranging from hardware, software applications and operating systems following a multi-tiered approach. This includes managing the daily workload through an incident tracking system.
Resolve customer and field reported faults, queries, and complaints at first point of contact using the tools and systems provided.
Adheres to the Incident Reporting and Escalation system and procedures.
Contributes to meeting the team goals, metrics, and key performance indicators.
Basic Qualifications & Skills:
Excellent phone, verbal, and written communication skills in English language. Knowledgeable with Microsoft Office package (PowerPoint, Excel, Word), Basic knowledge of web technology, email, and the internet
Must be keen on details.
Demonstrate excellent workload management skills.
Flexibility with supporting “on-call” after hours support and shifting schedules based on customer demand and/or group manpower shortages.
Education:
Bachelor’s degree preferably in Technical or Engineering (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics or related) field with minimum 1-year technical experience.
Fresh graduates are welcome to apply. Previous experience in a customer support role is a plus.
Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370-3041 or contact them at HR.Service.Center@teradyne.com for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.