XTN-6BE0149 | CUSTOMER SUPPORT AND OPERATIONS ENGINEER

The Purpose Driven Career Objectives of a Customer Support and Operations Engineer

In the role of a Customer Support and Operations Engineer you will operate as our first/second level support. You will help build and grow our IoT (Internet of Things) business by providing our international customers with excellent support and by making sure that the technical
issues are resolved effectively in line with company SLA’s against KPI’s.

Work Information:

• 5 days a week (fixed morning shift)
• Permanent work from home set up

Benefits

• Challenging tasks in a dynamic and international environment (30+ nationalities)
• Paid leave days and HMO for you and up to 3 dependents upon regularization
• Monthly Gym allowance for a subscription of your choice
• Regular team events

To apply for Customer Support and Operations Engineer, you are excellent at:

• Make a great first impression, provide our customers with the confidence that they will be well taken care of while the case is being investigated.
• Provide a technical support via ticket-system, email or telephone.
• Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our Customer Success, Engineering & Product teams.
• Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved.
• Communicate procedural and technical issues to internal and external customers/stakeholders.
• Define and track bugs for development and offer innovative ideas to engineering and product teams to improve our user experience and the product quality.
• Always contribute and maintain our knowledgebase articles.
• System operations and monitoring responsibilities include
  • Monitor and mitigate alerts of our production system.
  • Support customers when issues are detected or in progress.
  • Provide suggestions and improvements for internal process and ticket handling.

Your Success Profile includes:

• 4-7 years’ experience in SaaS, PaaS, Telecoms, customer support, IoT/M2M
• Experience in technical customer support, ideally at a mobile network operator or telecoms vendor
• Knowledge of maintenance and Technical Support activities and processes
• Strong knowledge of Operating Systems (e.g. Microsoft Windows)
• Experience in the use of a support ticketing system, e.g. Zendesk, JIRA, any other
• Fluency in English. An additional language is essential
• Passion to automate processes; resourceful and unwavering to solve customer and production issues.
• Ability to work in shifts.
• A technical education would be appreciated, e.g. network operations or telecommunications engineering
• Hands-on, team- and solution-oriented personality
• Knowledge in Amazon Web Service and Cloud Computing is an advantage

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!