IT Support Associate (PH-Based Remote)

Compass Experience Labs LLC; Metro Manila; Hybrid; PHP 335.000 - 502.000; Vollzeit

Zusammenfassung

Compass Experience Labs LLC in the Philippines is seeking a remote IT Support Specialist to act as the primary contact for U.S.-based employees, delivering technical support for store devices, printers, scanners, and network systems.

You will perform remote diagnostics, document incidents, contribute to the knowledge base, and provide excellent service for inbound calls and backoffice tasks while adhering to security practices and company procedures.

Qualifikationen

• 1-2 years of Tech Level 2 experience within BPO/IT service desk.
• Strong technical proficiency in hardware and networking.
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc.
• Experience with POS troubleshooting is a plus (ALOHA experience is a plus).
• Exceptional English communication skills (written and spoken).
• A licensed Windows computer with a serial number is required; CrowdStrike and Duo MFA are part of the environment.
• All agents must have a working camera, headset, and reliable wired internet for remote work.

Aufgaben

• Act as the primary contact for U.S.-based employees, providing technical support for store devices (POS, printers, scanners) and all company systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Document incidents and resolutions and update the knowledge base where applicable.
• Provide excellent customer service to internal team members (inbound calls and backoffice work) while troubleshooting within scope and procedures.

Kenntnisse

Hardware & networking

English communication

Remote IT support

Security best practices

Diagnostic troubleshooting

POS systems knowledge

Tools

Prisma

Fusion

New Era

PuTTY

Switch

IP Calculator

CMC

CrowdStrike

Duo Mobile

Screen Capture Module

Jobbeschreibung

Meet Compass
We are a full-service Business Process Outsourcer (BPO) that partners with brands to power growth through exceptional customer experience. Compass was built by e-commerce trailblazers who couldn’t find a customer service partner as innovative as they were—so they created it themselves.
While many companies view customer care as a cost center, we know it is a strategic engine for growth. By delighting customers, actively listening to their feedback, and translating those insights into actionable product data, we transform everyday support into a powerful tool for scaling businesses.
Because we do things differently, we set a high bar for our talent. In return, we operate with total transparency, treat our team fairly, and invest in your development. We don’t just want you to take a job; we want you to grow a lasting career with us.

Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Documents incidents and resolutions and provides updates to the knowledge base where applicable

Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Qualification

1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus

Strong technical proficiency in hardware and networking

Good understanding of security best practices in a regulated business.

Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred

Experience in POS troubleshooting is an edge, ALOHA experience is a plus

Exceptional English communication skills (written and spoken)

A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.

Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.

All agents must have a working camera to be used during training sessions and 1:1 conversation.

Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.

Agents must be willing to have Crowdstrike be installed in their personal computer/laptop

All agents will be required to install third-party software in order to run the screen capture module:

• Screen Capture Module l Microsoft Windows Installer 2.0 or later.
• Screen Capture Module l Microsoft Visual C++ 2019 Redistributable 32-bit.
• Screen Capture Module l Microsoft .NET Framework 4.6.2or 4.7.x

All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.

Download speed must be at least 100 MBPS with latency (RTT) of <200ms.

Processor: Windows Intel Core i5 11thgen or newer / AMD Ryzen 5 5000 series or newer should be Windows 11

RAM: 16 GB with 256 storage

A fully remote work environment

This is currently a full time position, offering competitive wages

Comprehensive training on our products and services.

A positive and growing work culture that values diversity and inclusivity.