Technical Support Engineer

ZigZag Media

Pasig City, Metro Manila

Posted over a month ago

Qualifications

Educational Attainment

College Graduate

Min. Work Experience

1 year

SUPPORT TEAM RESPONSIBILITIES:
 
Support responds to both Gengo translators, and Gengo customers.
 
Daily responsibilities include:
 
  • Responding to users via email, live chat, and community forums – possibility to include phone support in the future, but not at this time
  • Continuously improve knowledge base articles
  • Moderate and create content for user forums
  • Escalate support tickets to other departments of Gengo as necessary
  • Maintain positive satisfaction ratings, and meet performance expectations
  • Finding any way you can to get your customer to say “Wow, I can’t believe that just happened”
 
TECH SUPPORT RESPONSIBILITIES:
 
  • Occasionally fulfill the responsibilities of a support team member as described above
  • Occasionally assist the sales team with an API related sales call
  • Investigate trending issues or bugs, document and escalate them as necessary
  • Keep support team members up to date on system issues
  • Occasionally manage the translation job queue
  • Maintain proficiency in computer technologies. Technologies include but are not limited to PSQL, Javascript, Python, and API theory 
 
REQUIRED QUALIFICATIONS:
 
We are looking for:
 
  • Native level English - This is a customer facing position
  • 1+ years’ experience in customer service
      -- You will need to demonstrate understanding of the customer service culture
      -- We are looking for candidates with an amazing outgoing personality and tone
 
  • Excellent computer and internet literacy
     -- You are extremely comfortable with code and have some programming ability
     -- People with an “afraid to break it” attitude will NOT be a good fit
 
  • Availability:
     -- Weekdays: 8:00am - 5:00pm PHT
 
 
DESIRED QUALIFICATIONS:
 
In addition to the required qualifications it would be extra special if the applicant has the following qualifications:
 
  • Experience with Zendesk or a similar customer management system
  • Not a stranger to computer programming languages
  • Flexible availability (to cover teammates, or adapt to scheduling changes)
 
To learn more about how we operate please visit our website here: www.zigzagmedia.ph
 
To learn more about how much fun we like to have please visit our Facebook page: https://www.facebook.com/ZigZagMedia/
 
Here is our ZigZag careers Facebook page to stay up to date with recruitment: https://www.facebook.com/ZigZagCareers/ and don’t forget to follow us on Instagram zigzagmediaph

Job Description

ZigZag Media is looking for the most talented Technical Support Representative to join our team!
 
As a Technical Support Representative, you will be the superstar to pioneer solutions to challenges where the solution might not be apparent. No scripts or micromanaging, you're in control. For the majority of this role you will take escalations from the Support team regarding technical issues, interface the support and engineering teams and help customers integrate with our API
 
You will be working for our client Gengo
 
Gengo (gengo.com) is a Tokyo / San Mateo-based startup making translation simple. Customers order human translation online through our website or our API that lets them plug into our growing network of over 20,000 translators. This is a rare chance to work at a company that is ambitious about solving a real global problem—making it easier for the world to communicate freely
 
Gengo is an amazing startup to work at and your efforts will help shape its future.
 
Learn more about them here: https://gengo.com/

Job Details

Job Location

Pasig City, Metro Manila

Employment Type

Full-Time

Job Category

Customer Service

Work Schedule

Day Shift

Position Level

Professional

Gross Monthly Salary

Php 30,000 - Php 40,000

ZigZag Media
Company Size
501-1000 Employees
Industry
BPO

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