L1 IT Support Specialist

Sourcefit; Quezon City; Remote; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Work from home

Flexible schedule

Job summary

Sourcefit is seeking a customer-focused technical support specialist to resolve Windows-based issues and guide users through software features. You will work from home with a Pacific Time schedule, handling inbound calls, documenting interactions, and collaborating with the team to ensure timely resolutions.

The ideal candidate has 2+ years in phone-based and Windows IT support, strong English communication, and the ability to learn new tools quickly within a fast-paced environment.

Qualifications

• Two years of phone-based technical support experience.
• Two years of Windows IT support experience.
• Proficient in Windows 10/11 and related devices.
• Excellent English communication, verbal and written.
• Strong interpersonal skills and ability to listen actively.
• Able to follow instructions, adapt quickly, and learn new tools.
• High school diploma or equivalent is required.

Responsibilities

• Be the first point of contact for inbound support calls from customers.
• Assist users with software features, system navigation, and usage.
• Document all interactions and technical details in CRM.
• Participate in daily ticket review meetings to track progress.
• Follow up on closed or pending tickets to ensure satisfaction.
• Collaborate with internal teams and adhere to procedures.

Skills

Phone-based support

Windows IT support

Windows 10/11

English communication

Active listening

Following instructions

High school diploma

Education

High school graduate or equivalent

Job description

Position Summary

This role focuses on resolving technical issues, assisting users with software functionality, and providing a positive support experience through clear communication and efficient troubleshooting. The ideal candidate has a strong background in Microsoft Windows environments, enjoys problem-solving, and thrives in a fast-paced, collaborative setting.

Job Details

Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific Time
Holidays: Follows U.S. (PST) holidays

Responsibilities

• Serve as the first point of contact for inbound support calls from existing customers
• Assist users with software features, system navigation, and general application use
• Document all interactions and technical details accurately in the CRM
• Participate in daily ticket review meetings to track progress and ensure timely resolution
• Follow up with clients on closed or pending tickets to confirm completion and satisfaction
• Collaborate with internal team members to
• Adhere to company procedures, service standards, and support best practices
• Contribute to a positive, high-energy, and fast-paced team environment

Qualifications

• Two (2) years of recent experience in phone-based technical support
• Two (2) years of recent Windows IT support experience
• Strong knowledge of Windows 10 & 11 operating systems and related devices
• Excellent English communication skills, both verbal and written
• Strong people skills with the ability to listen actively and communicate clearly
• Ability to follow instructions, adapt quickly, and learn new tools and processes
• High school graduate or equivalent

Nice to Have

• Experience working in the healthcare industry or supporting healthcare-related software
• Solid understanding of common healthcare and clinical terminology
• Prior experience with billing systems and Electronic Health Records (EHR) platforms
• Proven ability to perform well in fast-paced, high-volume support environments