DCX Support Helpdesk - 1 yr experience - Makati City

Dempsey Resource Management; Philippines; On-site; PHP 201,000 - 335,000; Full time

Job summary

Dempsey Resource Management is seeking an entry-level Technical Support Specialist in the Philippines to provide first-line assistance to end-users via phone, email, or ticketing system.

You will troubleshoot hardware and software issues, guide users through step-by-step solutions, and document resolution steps while creating and managing support tickets with prioritization based on urgency and impact.

Qualifications

• Entry-level position; prior experience in a customer service or technical support role is advantageous
• Provide first-level technical support to end-users via phone, email, or ticketing system.
• Assist users in resolving hardware and software-related issues promptly.
• Guide users through step-by-step solutions and document problem resolution steps.
• Analyze and diagnose basic technical problems reported by end-users.
• Create and manage support tickets in a timely and accurate manner.
• Prioritize and categorize tickets based on urgency and impact.
• Maintain comprehensive documentation of common issues and solutions for internal knowledge base.

Responsibilities

• Provide first-level technical support to end-users via phone, email, or ticketing system.
• Assist users in resolving hardware and software-related issues promptly.
• Guide users through step-by-step solutions and document problem resolution steps.
• Analyze and diagnose basic technical problems reported by end-users.
• Create and manage support tickets in a timely and accurate manner.
• Prioritize and categorize tickets based on urgency and impact.
• Maintain comprehensive documentation of common issues and solutions for internal knowledge base.

Skills

Customer Service

Technical Support

Education

Bachelor's/College Degree

Short Course Certificate

Job description

Qualifications

• Short Course Certificate, Bachelor's/College Degree
• Entry-level position; prior experience in a customer service or

technical support role is advantageous

Job Description

• Provide first-level technical support to end-users via phone, email,

or ticketing system.

• Assist users in resolving hardware and software-related issues

promptly.

• Guide users through step-by-step solutions and document problem

resolution steps.

• Analyze and diagnose basic technical problems reported be end-

users.

• Create and manage support tickets in a timely and accurate manner.
• Prioritize and categories tickets based on urgency and impact.
• Maintain comprehensive documentation of common issues and

solutions for internal knowledge base.