First-Line Tech Support Specialist

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

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.