Helpdesk Technician

Stefanini North America and APAC; Philippines; On-site; PHP 180,000 - 300,000; Full time

Job summary

Stefanini North America and APAC in the Philippines seeks a Technical Support specialist to provide end-user assistance via phone, email, or web chat and carry out restoration actions to resolve issues. You will log incidents in the ticketing system and follow standard procedures.

The role requires excellent English communication, strong customer service, and the ability to handle multiple calls daily. Familiarity with PC hardware/software troubleshooting and Outlook is a plus.

Qualifications

• English communication (oral and written) is essential.
• Strong customer service skills and ability to handle calls efficiently.
• Willingness to take several calls per day as needed.
• Familiarity with PC hardware and software troubleshooting.
• Experience with a ticketing system is a plus.

Responsibilities

• Provide technical end-user support via telephone, email, or web chat.
• Perform restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Accurately track incidents and calls in the database and update records promptly.

Skills

Oral and written English

Customer service

Call handling

PC hardware troubleshooting

Ticketing systems

Education

Bachelor's degree or IT diploma

Tools

Ticketing system

Outlook

Job description

Details:

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.

Job Requirements

Details:

• Bachelor's degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.