IT Helpdesk Pro: Expert Tech Support & Service

Questronix Corporation; Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading IT service provider in Metro Manila is seeking a dedicated technical support representative. You will assist customers with technical issues via phone or email, provide troubleshooting solutions, and ensure excellent customer service. Candidates should have at least 2 years of relevant experience and strong analytical skills in IT operations.

Qualifications

• At least 2 years of experience providing level 1 or above help desk support in IT operations.
• Excellent communication skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Patience for dealing with difficult customer-service situations.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Perform troubleshooting through diagnostic techniques.
• Determine the best solution based on the issue provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems in logs.
• Follow-up and update customer status and information.
• Pass on feedback or suggestions to the appropriate team.
• Identify and suggest possible improvements on procedures.

Skills

Communication skills

Analytical abilities

Problem-solving abilities

Customer service orientation

Job description

Job Description:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications:

• Atleast 2 years of experience providing level 1 or above help desk support in IT operations
• Excellent communication skills
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Patience for dealing with difficult customer-service situations