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Customer Service Engineer

IResource Consulting Inc. Subsidiary of NOW Corp
Makati, National Capital Region, Philippines
November 09, 2016


- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support

-Represent the Customer Service Manager to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle

-Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Microproducts and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network

-Effectively interact with the service engineering teams or product developers to provide solutions to complex technical issues

-Must be available for on-call 24x7 for severe issues

-Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support

-Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery

- Support the Customer Service Managers on their other technical requirements

- Participate in all projects including building vendor relationships