Technical Support Agent at Genfinity Philippines, Inc. | Torre
Technical Support Agent
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Technical Support Agent

Genfinity Philippines, Inc.
Emma
Emma
You'll elevate customer security and connectivity through advanced technical troubleshooting.
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Full-time

Legal agreement: To be defined

Compensation PHP65k/month
~USD1.07k/month
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Remote (anywhere)
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Emma of Torre.ai
 about 2 months ago

Requirements and responsibilities

About the Technical Support AgentThe Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting.Responsibilities:Handling customer technical support cases through telephone, webchat and email submissionEvaluating networking system and security systems through assessing compatibility of hardware with existing programsTroubleshooting networks, switches, routers, and network performance issues.Maintain client confidence by keeping their information confidentialUpdate CRM tickets and manage escalations to the engineering teamAccount maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel.Evening and Weekend availability is requiredQualifications:3+ years of tech support experienceExperience with remote troubleshootingExperience with HubSpot or similar CRMHelp desk/Technical: 3 years1 year experience with Power Over Ethernet (POE)Preferred:3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POEExperience with Linux-based operating systemsCompensation:Earn up to ₱65,000About UsFor over 20 years Genfinity’s leadership has been focused on enabling excellence in the Philippines unparalleled Allied Health educated workforce. Pioneering the way with Utilization Management and Utilization Review accreditations, transforming the Peer review process, providing Live nurse chat years ahead of the current telemedicine models. In fact, there are very few aspects of HIM industry support that we haven’t experienced. This combined with our years of leadership and or consultancy roles in local industry associations (HIMAP, IBPAP) and close working relationship with government offices (DTI, CHED, BOI) best enable Genfinity to be your partner to work with you in not only identifying the correct offshoring model, best location, and excellence enabled talent, we go the extra mile and ensure your success by developing industry proven, standard operating procedures, management and quality oversight protocols and the required skills enhancement training required of your workforce. Every area is designed in conjunction with your operational team and customized specifically to your company’s operational framework.
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