JobTooProject Support Engineer (Nightshift)
AvePoint
- КомпанияAvePoint
- СтранаФилиппины
- АдресManila, Philippines
Описание
About the position
As a Project Support Engineer, you will provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations. This role is for someone who values agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you!
Specific responsibilities include, but are not limited to
1. First-Level Customer Support
- Receive and respond to support requests through email, ticketing systems, chat, or phone.
- Act as the first point of contact for users experiencing technical issues.
- Acknowledge requests promptly and set appropriate expectations.
- Maintain professional, courteous, and customer-focused communication.
2. Basic Technical Troubleshooting
- Diagnose and resolve common technical issues using approved troubleshooting procedures.
- Assist with login issues, password resets, account access, installation, and basic configuration.
- Perform initial checks and gather error messages, screenshots, logs, and other relevant information.
- Follow knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides.
3. Ticket Management and Documentation
- Create, categorize, prioritize, and assign…
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