L1 Technical Support Specialist – Troubleshooting & Escalations

Pryce Gases, Inc. (NCR); Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

NCR Voyix Corporation in Cebu City is seeking a motivated Level 1 Support Specialist to resolve incidents and guide customers through troubleshooting steps remotely and on-site when needed.

You will communicate via phone, email, chat, and remote tools; participate in knowledge sharing; follow incident management processes; and support a 24/7 rotating shift in an onsite role to ensure quick, accurate resolutions and customer satisfaction.

Qualifications

• Previous experience in technical support or customer support role is a plus.
• Strong communication, customer service, and customer-handling skills.
• Proficiency in English.
• Solid technical aptitude and problem-solving ability.
• Ability to learn and apply new technical knowledge through training.

Responsibilities

• Provide Level 1 support - resolving troubleshootissuesdirectly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps
• Remotely diagnose issues, provide accurate solutions, and dispatch field technicians whenrequired.
• Communicate with customers via phone, email, chat, and remote tools to resolve incidents
• Follow defined Remote Incident Management processes and document all activities in theincident tracking system
• Review incident history and identify recurring issues
• Escalate incidents according to established escalation paths when necessary
• Contribute to knowledge articles and maintain accurate customer/system documentation
• Participate in team meetings, coaching, performance programs, and continuous improvementinitiatives
• Support less experienced colleagues through knowledge sharing and joint work sessions
• Conduct incident quality audits and call monitoring activities

Skills

Strong communication

Customer service

Customer handling

Proficiency in English

Technical aptitude

Problem-solving

Willingness to learn

Job description

NCR Voyix Corporation in Cebu City is seeking a motivated Level 1 Support Specialist to resolve incidents and guide customers through troubleshooting steps remotely and on-site when needed.

You will communicate via phone, email, chat, and remote tools; participate in knowledge sharing; follow incident management processes; and support a 24/7 rotating shift in an onsite role to ensure quick, accurate resolutions and customer satisfaction.