IT Helpdesk Specialist

Questronix Corporation; Philippines; Hybrid; PHP 334,800 - 446,400; Full time

Job summary

A technology support company in the Philippines is looking for a technical support representative to assist customers with IT issues via phone or email. Candidates should have at least 2 years of help desk experience and excellent communication skills. This role involves troubleshooting, providing solutions, and ensuring customer satisfaction, with a hybrid work setup in Ortigas.

Qualifications

• At least 2 years of experience providing level 1 or above help desk support in IT operations.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Patience for dealing with difficult customer-service situations.

Responsibilities

• 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.
• Provide accurate information on IT products or services.

Skills

Excellent communication skills

Analytical and 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

Minimum 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
• Amenable to work hybrid set up (Ortigas)