Technical Support – Level 1

ROLE SUMMARY

Our client is looking for a Technical Support – Level 1 who will support field technicians with the completion of the scope of work, break and fix diagnostics, and any specific on-site customer requirements to ensure all work is completed correctly.

SCHEDULE: TBD, follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Work in a team environment to manage and complete all daily department tickets

·       Manage queue calls from field technicians to provide technical support and ticket management

·       Manage a team-shared email box ensuring quick and accurate response times

·       Manage conference calls with customers and technicians using various software

·       Prepare detailed documentation of each ticket touch from customers, technicians, and internally 

·       Identify and escalate situations requiring urgent attention following procedures

·       Stay current with company systems, information, changes, and updates

·       Perform all other duties as requested, delegated, or assigned 

QUALIFICATIONS

·       A bachelor’s degree in the related field is preferred

·       Knowledge of POS, PCs, audio, structured cabling, telecom, and data services

·       Problem analysis and problem-solving skills with the ability to review the provided information and provide support and guidance to technicians over the phone

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications, especially in Microsoft Teams, Outlook, Excel, Edge

·       Proficient in Firefox and Google Chrome

·       Familiarity with call center environments and queue management

·       Proficient in email management and response times

·       Familiarity with ticket management platforms

·       Excellent typing skills and speed

·       Excellent verbal and written communication skills

·       Excellent customer service skills and professionalism

·       Excellent problem-analysis and solving skills

·       Excellent attention to detail and time management skills

·       Adaptability and ability to handle stressful situations

·       Aptitude in data management, analytics, reporting preparation

·       Ability to function in an autonomous environment—independent worker, self-directed