Offer summary

Qualifications:

Strong technical troubleshooting skills with experience in Linux systems., Educational background in Computer Science, Information Technology, or related fields., Excellent communication skills for effective customer support., Ability to work collaboratively with cross-functional teams..

Key responsibilities:

Provide technical support to customers for our products and services.

Troubleshoot and resolve customer issues promptly and efficiently.

Document customer interactions and issues in the ticketing system.

Collaborate with internal teams to improve support processes and customer satisfaction.

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in highgrowth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our Client is a leading and awardwinning hardwarebased software company dedicated to developing advanced solutions and building essential tools for the modern textile factory. With a focus on AIdriven technology, Client empowers textile manufacturers to optimize operations, enhance quality control, boost sustainability, and streamline supply chain processes. We are revolutionizing the textile industry with our comprehensive suite of tools. These tools enable manufacturers to unlock their full potential and thrive in an increasingly competitive landscape.

About the Role

We are seeking a highly motivated and skilled Technical Support Specialist to join our team and contribute to our mission. If you are passionate about providing topnotch technical assistance, have excellent problemsolving skills and are eager to help drive our clients growth, this position offers an exciting opportunity to further develop your career in a dynamic and missiondriven environment!

Key Responsibilities:

Provide prompt and effective technical support to customers, assisting with troubleshooting and resolving issues related to our products and services;
Ensure that customer inquiries and concerns are addressed promptly and in accordance with our service level agreements (SLAs);
Document customer issues comprehensively in our ticketing system for tracking purposes and to identify opportunities for improvement;
Monitor and analyze service metrics, thresholds, and key performance indicators to optimize our ticket resolution process;
Implement and adhere to Technical Support processes, policies, and tools documentation, contributing to their continuous improvement;
Collaborate closely with our customer success, product, and engineering teams to provide comprehensive solutions to customer needs.