L1 Technical Helpdesk Support — 24/7 Office Shifts

Outsourced; Manila; On-site; PHP 223,000 - 402,000; Full time

Job summary

Outsourced.ph in Manila is seeking a Technical Support Helpdesk Representative to assist an Australian client with software and hardware issues. You will be the first point of contact via phone, email, or chat, troubleshooting problems and guiding customers to resolution.

Training and career growth opportunities are offered in a supportive, ISO-certified environment. The role requires staying current with product knowledge and collaborating with teammates to ensure high customer satisfaction.

Qualifications

• Experience in technical support for software/hardware issues.
• Strong communication and problem-solving skills.
• Ability to troubleshoot across Windows, networking, and SaaS apps.

Responsibilities

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and escalate issues to the right teams for resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Skills

O365 Administration

Azure Administration

VMware

Job description

Outsourced.ph in Manila is seeking a Technical Support Helpdesk Representative to assist an Australian client with software and hardware issues. You will be the first point of contact via phone, email, or chat, troubleshooting problems and guiding customers to resolution.

Training and career growth opportunities are offered in a supportive, ISO-certified environment. The role requires staying current with product knowledge and collaborating with teammates to ensure high customer satisfaction.