Technical Support Representative: Teradyne Robotics(UR & MiR: Philippines: Cebu)

Tasks

• Adhere to incident reporting and escalation procedures
• Collaborate with engineering and field service teams
• Communicate technical information to customers
• Contribute to knowledge base improvements
• Create and manage technical support cases
• Diagnose and troubleshoot hardware issues
• Diagnose and troubleshoot software issues
• Document support cases in ticketing system
• Escalate complex issues to customer service engineers
• Guide customers through troubleshooting steps
• Monitor open cases and follow up
• Provide first-level technical support

Perks/Benefits

• Holiday work
• Hybrid work
• On-call support

Skills/Tech-stack

CRM | Case management | Customer support | Hardware Troubleshooting | IP Addressing | Incident Management | Knowledge Base | Microsoft Excel | Microsoft Outlook | Microsoft PowerPoint | Microsoft Word | Network Troubleshooting | SLAs | Software Troubleshooting | Ticketing | Troubleshooting