Job Opportunities in Philippines
October 2, 2024
Outsource Access
Cagayan de Oro
FULL TIME
Technical Support Specialist
We are seeking a highly motivated Technical Support Specialist with junior-level project management skills and a passion for customer success. In this role, you will be responsible for understanding, documenting, and resolving customer service requests while collaborating with internal teams and partners. You will demonstrate strong ownership, attention to detail, and excellent communication skills to manage customer interactions from request to resolution. Full training will be provided on our systems and processes.
Responsibilities:
Skills:
Benefits
Responsibilities:
- Provide comprehensive technical support through phone, email, and remote assistance channels.
- Troubleshoot and resolve hardware and software issues across various technologies.
- Document and track all support interactions in the ticketing system, ensuring timely responses and follow-ups.
- Assist users with installation, configuration, and usage of applications and systems.
- Collaborate with other technical teams to escalate complex issues and provide comprehensive solutions.
- Conduct training sessions and create user guides to empower users in troubleshooting basic issues independently.
- Continuously seek opportunities to enhance service quality and operational efficiencies.
- Stay updated on industry best practices and technological advancements.
- 2+ years in technical support or related role.
- Degree in Computer Science, Engineering, or equivalent experience.
- Knowledge of IT infrastructure (firewalls, routers, servers, storage).
- Familiarity with Windows, Linux, Unix OS; scripting knowledge a plus.
- Experience with Windows server management, patching, and hardware (Dell Power Edge, HP Pro Liant, IBM P Series).
- Proficient in ticketing systems and remote support tools.
- Strong understanding of computer systems, hardware, and software.
- Willingness to work night shifts/rotating schedules (EST hours).
- Must be amenable to work onsite.
Skills:
- Excellent communication skills (technical/non-technical).
- Strong customer focus, collaboration, and problem-solving skills.
- Ability to manage multiple priorities, meet deadlines, and work independently.
Benefits
- HMO
- Group Life Insurance Benefit
- Virtual Credit Card
- Paid Leaves
- Government Benefits
- Other exciting benefits to be discussed
- 13th month salary
- Overtime pay
- Night Differential
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