About the Technical Support Agent The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting.
Responsibilities:- Handling customer technical support cases through telephone, webchat and email submission
Evaluating networking system and security systems through assessing compatibility of hardware with existing programs
Troubleshooting networks, switches, routers, and network performance issues.
Maintain client confidence by keeping their information confidential
Update CRM tickets and manage escalations to the engineering team
Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel.
Evening and Weekend availability is required Qualifications:- 3+ years of tech support experience
Experience with remote troubleshooting
Experience with HubSpot or similar CRM
Help desk/Technical: 3 years
1 year experience with Power Over Ethernet (POE) Preferred:- 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE
Experience with Linux-based operating systems Compensation:- Earn up to ₱65,000 All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.
Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.
All information will be kept confidential according to EEO guidelines.
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We value your privacy. By submitting your information through this form, you are applying for a position at Genfinity Philippines, Inc. and voluntarily providing personal information, including your name, contact details, and resume.
This information will be collected and processed solely for recruitment purposes, including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. As part of the recruitment process, identity verification may be conducted at a later stage i.e. post-offer stage, which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the Data Privacy Act of 2012.
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Genfinity is a leading media and information platform dedicated to cryptocurrency, blockchain, and Web3 education and news. The company serves as a dynamic hub for knowledge-sharing, networking, and community engagement in the rapidly evolving digital asset landscape. Genfinity's mission is to cultivate, inform, and engage communities through value-based education and content covering topics including Bitcoin, Ethereum, blockchain protocols, tokenization, and regulatory developments in the crypto industry. The platform provides news coverage, educational content, and connects builders with enterprise partners and business opportunities within the Web3 ecosystem.
