Product Support Engineer - Tier 1 - Remote

Overview

Vasion is looking for a Product Support Engineer that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world. This position will be based in the Philippines.

In Short

• Serve as the primary point of contact for customers seeking technical assistance via phone, email, or chat.
• Diagnose and troubleshoot technical issues related to the company's products.
• Provide step-by-step guidance to customers in resolving problems and configuration issues.
• Document and track customer issues using a ticketing system, ensuring accurate and detailed records.
• Escalate unresolved issues to appropriate internal teams, such as Tier 2 or development, while ensuring timely resolution.
• Collaborate with cross-functional teams to improve product functionality and customer experience based on feedback.
• Contribute to knowledge base articles and FAQs to enable customers to troubleshoot common problems independently.
• Continuously update skills and knowledge about new product features and technical solutions.
• On Call and shift work may be required.
• Replicating and documenting customer problems.

Requirements

• Ability to create, work and update Objectives and Key Results (OKRs).
• Point of escalation for sales engineers.
• Documentation for cases and training.
• Working with a KCS program creating, contributing and maintaining knowledge base articles.

Benefits

• Flexible working environment.
• Opportunity to be part of a growing team.
• Engagement in digital transformation initiatives.